Wärtsilä is a global leader in advanced technologies and complete lifecycle solutions for the marine and energy markets. By emphasizing sustainable innovation and total efficiency, we maximize the environmental and economic performance of the vessels and power plants of our customers. In 2016, Wärtsilä’s net sales totalled EUR 4.8 billion with approximately 18,000 employees. We have operations in over 200 locations in more than 70 countries around the world. Wärtsilä is listed on Nasdaq Helsinki.
Serving differentiated groups
Wärtsilä has many customers with varying needs — from purchasing of spare parts and maintenance requests, to technical documentation and insurance details. Previously these customers were served with a one-size-fits-all approach. In our Differentiated Service Model initiative, we explored how we could serve our clients from one location, 24/7, while improving communication and collaboration.
See the Salesforce Wärtsilä reference video above
See and hear Wärtsilä's customer video above
We studied the behaviour of different segments and investigated ways to automate workflows, while at the same time offering a better and individualized service.
The development of the Wärtsilä Online Services portal included various interest groups within Wärtsilä — from the service department’s field service and maintenance units, to the procurement department.
Fluido was involved from the beginning — or even earlier, before the project really took off in 2013!
The value of our long-standing cooperation with Fluido really showed itself in this project, as Fluido’s developers and consultants were familiar with Wärtsilä’s business environment and way of doing things.
After more than a decade and 42 development projects, Wärtsilä has a continued partnership with Fluido and Salesforce.
The Online Services portal was developed with Fluido to provide our customers with relevant information whenever and wherever.
No one on either side had experience with similar undertakings; many areas were uncharted for both parties. However, Fluido assembled a team with the right skills and, together with Wärtsilä’s personnel, met these — and many unforeseen — challenges to build a unique service portal tailored to the needs of Wärtsilä’s customers.
Sharper reactions and faster development
Internally it has been quite a journey and a big change management project, with many services brought together. “Our customer satisfaction has definitely improved”, Jukka concludes.
Bilateral trust has enabled us to move forward from the traditional ICT-delivery model, where rigid written specifications were required. This enables us to start new projects quickly and shorten the development process.
As their account and core teams have remained stable over the years, Fluido has accumulated a great deal of information about our needs. We have built a solid foundation from where we can continue evolving our systems to the next level. We want to move toward integrating our systems with our partners’ and customers’ systems.