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Case story

Oma Häme


Oma Häme improved customer service and guidance through intelligent digitalisation

 

 

Oma Häme, the Wellbeing Services County of Kanta-Häme, renewed its customer service and service guidance. The aim is that, in the future, up to one in eight customer visits could be avoided through more effective service guidance and improved digital services. The renewal also aims to improve the accessibility of services and make interactions smoother for customers.

The solution, implemented together with Digia, has delivered significant benefits for both customers and employees and created a strong foundation for the continuous development of services.

The solution was implemented using technologies including Microsoft Digia SOTE 365, Microsoft Dynamics 365 and Microsoft Power Platform.

Read the summary (AI-generated, human-reviewed)

  • Oma Häme developed its digital services together with Digia, with the aim of making customer interactions smoother, improving the customer experience and delivering services more efficiently.
  • The new digital services make it easier for customers to access services, reduce unnecessary contacts and free up professionals’ time for actual customer work.
  • The operating model based on intelligent digitalisation supports service accessibility, enables more efficient use of resources and creates a strong foundation for the continuous development of the wellbeing services county’s services.

Watch the video to see how Oma Häme improved customer service and service guidance through intelligent digitalisation together with Digia.

 

Starting point: growing service needs require new operating models

Wellbeing services counties handle a vast number of customer contacts every year. Customers’ expectations for accessible and easy-to-use services are increasing, while there is also growing pressure to use resources more efficiently.

Oma Häme identified a need to develop its services so that customers can handle some of their matters digitally, without a separate visit or the need to contact a professional.

“Good customer service does not always have to take place face to face. Quick and professional help can often be found online as well.”
Customer of Oma Häme

From the customers’ perspective, the change is reflected above all in faster service.

“This is really convenient. I got an answer within a couple of minutes, and the matter was resolved in ten minutes.”
Customer of Oma Häme

Good customer service does not always have to take place face to face. Quick and professional help can often be found online as well.

***

This is really convenient. I got an answer within a couple of minutes, and the matter was resolved in ten minutes.

Customers of Oma Häme

Key benefits

  • Faster and smoother customer interactions
  • Improved accessibility of services
  • More efficient use of professionals’ working time
  • More cost-efficient operations
Services provided
  • Customer relationship management and service guidance
  • Integration design and implementation
  • Digital customer service platform
  • Centralised appointment booking service
  • Digital and customer journey management

 

Digital services free up professionals’ time for customer service

One of the most significant benefits of digitalisation is that it frees up employees’ working time from manual tasks. When some customer contacts can be handled digitally, professionals have more time to engage with customers and resolve more demanding cases.

Oma Häme also assesses the overall impact of digitalisation.

“If calls or chats take 5–10 minutes and there are thousands of contacts, the time savings can be significant. Even in the initial phase, we were able to assess the impact over a period of several months,” says Tuija Huupponen, Specialist in Digital and Remote Services in Oral Healthcare at Oma Häme.

The aim of digitalisation is not to replace people, but to enable professionals to focus their work where it provides the greatest benefit.

Systematic development reduces unnecessary visits

Oma Häme has aimed to improve operational efficiency while maintaining a high level of service quality.

“We believe that customers sometimes visit us unnecessarily. If we can identify situations where a visit is not necessary, we can guide the customer to a more streamlined service. Through careful planning, we can build operating models that allow some services to be provided digitally. This enables us to improve operational efficiency significantly,” says Toni Suihko, Director of Development and ICT at Oma Häme.

With digital services, some matters can be resolved before an in-person appointment. This reduces unnecessary visits, speeds up service and helps allocate resources more efficiently.

It is estimated that by improving the efficiency of social welfare and healthcare services and making use of digital services, up to approximately 15% of visits could be avoided altogether.

Partnership supports continuous development

Digitalisation is a long-term journey that involves continuous learning. Success requires both operations and technology to be developed in collaboration.

“You learn a great deal along the way. There are setbacks as well as successes, and you learn from both. It has been a good journey for us, and we hope it will continue. I warmly recommend this kind of development work,” says Johanna Rauhala, ICT Service Manager for Digital Services at Oma Häme.

The collaboration with Digia has provided Oma Häme with expertise in the design, development and implementation of digital services.

Oma Häme’s digitalisation project demonstrates that intelligent digital solutions can simultaneously improve the customer experience, increase operational efficiency and free up valuable resources for the wellbeing services county’s core mission: helping people.

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