Wärtsilä – Service Around the Clock

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.

EUR 4,8 billion

total of net sale

18,000

employees

70

countries around the world

video! http://youtu.be/droaFw6hl8Y

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.

​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.

video: http://youtu.be/iNe6Wwf6HZo

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