Electricity company Orkusalan transforms their contract management.
An Introduction
Founded in 2006, Orkusalan was committed from the start to offering reliable and affordable electricity to private individuals, commercial, and governmental customers throughout the country.
Since then, they’ve taken that dedication to great service even further by going green - they offer 100% renewable energy to all customers. They’ve also become the only carbon-neutral electricity provider in the country by neutralizing the full scope of their operations.
As an electricity company with a strong environmental drive, it made sense that they would also apply this approach to their internal operations as well as the service they provide to customers.
Orkusalan looked to transition to expand their digital processes in order to help speed up workflows and onboarding, and along the way this meant a reduction of paper usage and travel time associated with contract signing.
They also were well prepared when changes to new requirements for company sales must always include a signature. By seeing how they could best implement new digital solutions, they were able to improve the customer experience and easily meet new regulations.
Improving the customer experience
As a company serving a large variety and number of customers, Orkusalan inevitably handles a high volume of applications and forms. While all should companies strive to provide a positive customer experience, it can be difficult to determine the best ways to make improvements.
Orkusalan realized that when customers were logging into their accounts on their website, they were moving between websites in order to go through the authentication process, taking them briefly away from the Orkusalan site. Incorporating this process then became a main factor in implementing a new solution and making an impact on the customer experience as well as building digital trust.
Looking deeper into the customer experience, Orkusalan realized that there were more opportunities for improvements in other areas, such as onboarding. Filling in forms can be tedious at the best of times, but an electronic, tailored experience would go a long way in meeting the constantly evolving customer expectations for interactions with a company. They realized that an easier, faster onboarding experience (combined with their commitment to the environment) could help set them above the competition.
The high volume of documents involved in electricity company operations was another area that proved to be time-consuming and not exactly hassle-free. With contracts required not only for customers, but additionally for suppliers, employees and board members, they also knew that there would be a way to upgrade the workflow behind contracts with the right digital tools.
Part of that involved the syncing of data with other systems already in use, such as SharePoint. A solution that would be easy to implement and work well with this system in particular would make a big difference in their internal operations.
“Taktikal (and CRM) have taken over contracts that were made on paper and ensure that no contract documents are created without being properly classified and saved in the right place for the long term.”
But this would go beyond making it easier and faster for data from contracts to be transferred to their current Customer Relationship Management system, helping them to look at ways to more easily ensure consistency in the offers made to both individuals and businesses, and getting faster approvals for any necessary special conditions.
Ready for anything
Logging into an account that contains personal information on a website of a business, every individual and business wants to feel confident in the security of the site. Identity authentication measures such as two- or multi-factor (2FA, MFA) are a great way to instill a justified sense of security, but when this involves moving between different websites, it can cause a moment of pause.
When Orkusalan decided it was time to keep this process on their website, they realized that they were looking for a new solution. Taktikal made it possible for them to consolidate the login process by integrating the authentication with a white label environment, meaning customers were able to stay on the Orkusalan page with the secure, verified login.
From there, collecting verified electronic signatures was an easy next step to take no only in getting customer contracts signed but also in signatures for employee contracts, supplier contracts, and board member sign offs on meeting minutes.
The authentication measures allowed for the secure digitalization of the signing process across all types of documentation crucial for operations, making it easy to move more parts of their workflows, both internal and customer-facing, to a digital platform.
Next, they overhauled the process of filling in forms for contracts with the use of Taktikal’s SmartForms, giving customers a smoother onboarding experience and making them the first electricity company in the country to offer self-service onboarding.
In addition, this solution with a bit of code allowed them to connect with their SharePoint system so that all data is transferred automatically, eliminating risk of human error that can come with manual entering or transfer of information.
Orkusalan was therefore well prepared when new regulations were released that required all sales from companies to be accompanied by a signed contract. With the digital contract workflows and verified electronic signatures already in place, they met these needs without effort while competitors were more pressed for finding suitable options to meet the needs of high-volume document signing from anywhere.
Orkusalan has shared that the impact on their internal operations has allowed for a more positive experience for employees.
“The staff of Orkusalen have found it very easy to adopt Taktikal's solutions, which have become a key part of the company's operations, both towards customers and also in its internal operations.”
Citing the speed with which new customers can be onboarded, the ease with which signatures can be collected, the ease-of-use of the Taktikal solutions both internally as well as the customers experience, Orkusalan’s satisfaction with the tools is evident.
While the prospect of transforming how a company operates - especially when implementing new software or technology - can seem daunting, Orkusalan has shown an openness towards technical progress and shown how embracing new solutions can have a big impact on a company.