A comprehensive CRM system for customer service

Nurmijärven Sähkö’s customer service faced challenges when collecting data on their customer interactions. With an old, cumbersome CRM system – full of features that were not being used – customer service had to rely on their colleagues’ individual email inboxes to get all the relevant information they needed. Unfortunately, this could lead to cases being lost or delayed due to employee absences.

Now Nurmijärvi Sähkö’s digital customer service process is fully integrated with their Lime CRM system. 

The primary source of information

Lime CRM is the most important asset for the customer service team as it includes all their customer data, contracts, notes and current offers. The customer service team uses predefined processes and consistent behavioural models. This encourages improved service quality that is always at a constant high level. 

Systematic ticket workflow

Lime CRM simplifies the way customer service handles all their digital contacts by bringing it all together in one place. Whether the contact comes via email, a contact request on the website or a digital form, everything is collected in their CRM system. Having everything organised and easily accessible will of course save the customer service workers a lot of time. 

Are you wondering if they can also respond to the customer from only one system? Of course, with Lime CRM. 

These new and efficient processes have accelerated case management by eliminating both unnecessary steps and manual labour, thereby shortening response times for customers. 

"The streamlined workflow and reduction in manual work have accelerated our service time and improved its quality."

Teemu Kukonlehto, Software Specialist

Automated communication

When customers contact Nurmijärven Sähkö, it automatically triggers a message to the customer that lets them know their ticket is being handled. The system informs the customer if there’s any delays in the handling from customer service that are causing any extended response times.

By keeping customers updated on their issues and giving them a realistic expectation on their service time, their experience is improved. Other ways they use the marketing automation tool offered by Lime CRM is by sending offers to customers whose contracts are about to expire. The offers are created using the Lime Newsletter tool, and are a smart way to be top of mind for the customer when their contract expires, making sure nothing is forgotten. 

The importance of industry knowledge when choosing a CRM

When Nurmijärven Sähkö was looking for a new CRM system, they had specific requirements for a quick implementation and a reasonable budget. However, one of the most important conditions was the CRM providers understanding of how the industry works. 

So why did they choose Lime CRM? 

1. In-depth understanding of the energy sector

Lime CRM had the necessary functionalities tailored to the energy sector, with a considerable number of other customers in the international energy industry. Our knowledge and industry references instilled confidence in understanding of their needs, processes, and challenges.

Consequently, Nurmijärven Sähkö didn’t need to provide extensive training on industry practices and features, enabling the project to start right away. 

"Lime's understanding of the energy sector provided important reassurance, as they already had knowledge of the industry's needs and experience of delivering successful CRM solutions in the sector."

Katja Piipponen, Customer Service Manager

2. A user-friendly and customised CRM system

Lime CRM has been customised to exclude unnecessary features, focusing solely on what is essential to Nurmijärven Sähkö. Coupled with its visually appealing and intuitive operating system, it offers an excellent user experience. Furthermore, the ability to create different views for various user groups, further enhanced the employee workflow. The dynamic system can be extended and adapted as new needs arise, which was important for Nurmijärven Sähkö. 

3. Easy customisation options

The development of the CRM system is a straightforward process, and communication between Nurmijärven Sähkö and our developers is clear and direct. In addition, development is made even easier by Nurmijärven Sähkö’s ability to make changes to their system themselves. This allows them to utilise their own expertise and respond quickly to change requests when needed.

Do you want similar results to Nurmijärven Sähkö?

Nurmijärven Sähkö

Nurmijärven Sähkö is an energy service company owned by the municipality of Nurmijärvi and provides electricity and district heating services to its customers.