Customer Information System EnerimCIS serves as a central tool at Elenia, enabling smooth customer service and supporting service business operations in the constantly changing energy sector. Legislative reforms, evolving market models, and rising customer expectations require energy companies to be agile and to have efficient digital solutions. At Elenia, everyday work relies heavily on systems that support daily operations. A customer information system is not just a back-end system, but an essential part of efficient customer service.
EnerimCIS at the Core of Customer Work
Elenia has two business operations: Elenia Verkko, which is Finland’s second-largest electricity distribution company, and Elenia’s service business, which provides energy sector services to other companies. These services include customer service, billing, and various process services. In these tasks, the customer information system plays a central role in ensuring smooth day-to-day work.
“For us, a successful customer experience is essential. Systems play a very big role in that, because they truly need to support work efficiency every single day,” says Elenia Service Manager and Team Lead Pauliina Järvinen.
EnerimCIS is at the heart of Elenia’s customer operations by bringing together all customer-related information and providing the user with a clear overall view. This enables smooth service interactions from both the end customer’s and the customer service representative’s perspective. When the necessary information is easily available, customer service situations can be handled efficiently—often during a single contact.
“In a customer service situation, we immediately have access to the customer’s full situation. When all the information is available in one place, we are often able to handle the contact completely during a single interaction,” Järvinen explains.
A Long Partnership with Enerim Supports Development
Cooperation between Elenia and Enerim has continued for years. Elenia was the first company in Finland to adopt the EnerimCIS system in 2016. During the partnership, the system has been developed to respond to changes in the industry, new requirements, and Elenia’s growing service business.
Enerim acts as a strategic partner for Elenia, with whom development work is carried out systematically and in close interaction. For example, changes related to legislation often require rapid responses, and the system must be able to adapt to them without disrupting day-to-day work.
“A lot is happening in the industry, and sometimes requirements come with a very tight schedule. Together with Enerim, we have always managed to implement the necessary changes on time,” says Järvinen.
The collaboration is actively developed through, among other things, regular product management meetings, where upcoming development needs are reviewed. The goal is always the success of Elenia’s service business and customer relationships.
“The best thing about our cooperation is that development is continuous. If something is not working in the best possible way, we look for a better solution together. Enerim is a long-term partner for us, and we can also recommend working with them to others,” Järvinen concludes.