Customer
Electricity of North Karelia
In a Nutshell
Established in 1945, Pohjois-Karjalan Sähkö (PKS) is a traditional energy provider that serves customers widely across Finland. In the rapidly intensifying competition and transformation within the energy sector, the significance of a digital customer experience has become emphasised. To meet this challenge, PKS selected Crasman as a partner to implement a web service renewal, aiming to create a channel that leaves nothing to be desired.
Customer
Electricity of North Karelia
Industry
Energy Industry
Services
UX / UI
Vibrant Content
Challenge
Customer experience at the forefront in an intensifying competition
The objective of the PKS Group was to develop a digital customer experience that would effectively cater to various customer groups and respond to the heightened competition. The website is no longer merely a sales channel; it also serves as a crucial hub for customer service, service management, and monitoring electricity consumption. Particularly after the energy crisis, consumer interest in the details of electricity contracts has intensified, which placed even greater pressure on the reform.
"What I particularly appreciate about Crasman is that, in addition to having strong technical expertise, they have the courage to challenge their clients' views and propose solutions that radically differ from the old ways. The collaboration has also broadened our own thinking on what is even possible."
Solution
Modular Contentful architecture and mobile-first design
The reform project commenced with meticulous specification, and a next-generation content management system, Contentful, was chosen as the technical platform. Ville Kärki, the marketing manager of PKS, explains the decision: "The decision to move from a monolithic system to a more agile solution was ultimately an easy one. The modular website is a long-term investment that has already provided quick returns." The new online service was designed from the ground up with mobile usage in mind, and the traditional horizontal navigation was completely abandoned. Instead, context-sensitive links and an efficient search offer customers a quick route to information. The modular structure of Contentful grants content creators the freedom to build dynamic service paths flexibly from different components.
Implementation
Thanks to careful groundwork, PKS's new online service is visually impressive, fast, and user-friendly. "One of the most important tasks of the website is to build trust between us and our customers. It must attract new clients while also serving existing ones effectively, creating loyalty. The new service achieves this well: it is clear, fast, fresh, and pleasant to use," reflects Ville Kärki. The results of the renewal have been concretely visible in our business. "The revamp has undoubtedly impacted our sales. Additionally, there have been fewer customer service inquiries as customers find the information they need more effortlessly on the new site," Kärki explains. The successful project has also broadened PKS's perspective on the possibilities of digital services. "What I particularly appreciate about Crasman is that, in addition to their strong technical expertise, they have the courage to challenge their clients' views and propose solutions that radically differ from the norm. The collaboration has expanded our own thinking regarding what is possible. I would say that we now see many more opportunities online rather than challenges," Kärki concludes.
