Case YIT

Customer understanding leads to a better customer experience

 



Better customer understanding opens the door to new services and the development of the customer experience. Digia helped YIT to enhance its understanding and expertise in analytics and the opportunities it provides with a modelled analytics concept. The model enhanced YIT’s understanding of dependencies and enables it to make decisions regarding its operations.

Benefits:

  • Harnessing analytics more effectively improves customer understanding and makes it easier to both build new services and improve the customer experience.
  • By involving the customer in the project, the understanding and expertise of the customer could also be successfully enhanced during the project.


Services and solutions:

Digia promised to hold our hand during the entire project. Digia also promised that they have an effective concept for this project, that at the end of the project we would have our first analytics POC, our in-house expertise would have grown and we would have tools for making progress in analytics. All these promises came true.

Anne Karppinen, Development Manager, YIT Corporation



Customer understanding leads to a better customer experience

Better customer understanding opens the door to new services and the development of the customer experience. Digia helped YIT to enhance its understanding and expertise in analytics and the opportunities it provides with a modelled analytics concept.

YIT is a pioneer in the construction industry. It focuses on a first-class customer experience, high quality and the continuous development of its diverse expertise. The company has included customer understanding in its strategy as a means of ensuring competitiveness in the future.

YIT felt that it did not have sufficient in-house understanding of analytics, analytics processes and the opportunities they provide. YIT selected Digia to build the first model for the utilisation of its existing data. In YIT’s view, better customer understanding opens the door for the development of more targeted services and customer experience that provide greater value for customers. Furthermore, the correct utilisation of existing customer data will also yield value for existing customers. One of the goals of the project was to increase YIT’s general understanding of analytics as well as data utilisation and integration.

A ready concept facilitates starting out on the analytics journey

At the beginning of the project, Digia’s team analysed the opportunities and needs of the customer’s business operations. In accordance with YIT’s expectations, the project also included an “instructional” angle in which the experts involved had to understand the capabilities of YIT personnel to learn during the project. The most important part of the project was the definition of business cases: to which questions are we looking for answers, and what will they enable?

The project utilised Digia’s Customer Experience Accelerator tool, which enabled the rapid creation of the project POC. A total of about 12 weeks was spent on the description of the operating model. The CEx Accelerator tool enabled the customer to participate. This made it possible to enhance the expertise of the customer on a tight schedule.

The outcome of the project was YIT’s first modelled analytics concept. This model enables YIT to understand dependencies and make decisions on its operations. That said, YIT has only just taken the first steps on its “analytics journey”. The company is now on its journey to utilise information and enhance its competitive edge.

“Digia promised to hold our hand during the entire project. Digia also promised that they have an effective concept for this project, that at the end of the project we would have our first analytics POC, our in-house expertise would have grown and we would have tools for making progress in analytics. All these promises came true,” says Anne Karppinen, Development Manager, YIT Corporation.

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