Author: Janne Räsänen
Kangas Sami
NexGolf is an Internet based operational course management system for golf clubs, which includes teetime booking, competition management, live scoring, membership, customer, share and locker registers, playing rights management, billing and messaging features.
Teetime.fi is an online reservation system for golf clubs using NexGolf. Teetime enables golf clubs to offer to the players targeted offers, benefits and advertisements, for example last minute deals and prepayment discounts.
Nexgolf Oy currently offers products in two product lines: NexGolf and Teetime.
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Elisa Ring - Zendesk integration
Pepron has been implementing and delivering Elisa Ring – Zendesk integration since 2019.
Elisa Ring is a mobile switch and customer service solution that directs calls to the right place every single time.
Elisa Ring especially fits companies that have many different kinds of customer service needs, and whose employees are often out-of-office.
With Elisa Ring – Zendesk integration you can create a customer service solution, that seamlessly integrates all communication channels into one.
Elisa Oyj is a Finnish telecommunications company founded in 1882. It was called HPY HTF until July 2000. The mobile operations of Elisa were previously known as Radiolinja. Elisa is a telecommunications, ICT and online service company operating mainly in Finland and Estonia.
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Embedded Specialist
Senior Software Engineer
Money Mobility Suite
Pepron has been part of Mistral Mobile’s Money Mobility Suite development in 2016.
The Money Mobility Suite™ from Mistral Mobile gives you complete flexibility and control over your mobile services. With the Money Mobility Suite™, financial services can be delivered with the customers’ existing mobile phone whether the simplest or smartest mobile phone. No need for a data connection, or the latest smart phone technology. Critically, the platform integrates with your existing core systems, mobilizing any of your financial products and uses your brand.
The mobile phone revolutionizes the economics of financial services and payments to reach, capture and serve consumers by harnessing the 5+ billion people who own a mobile phone today. Whether to enhance the convenience of an existing consumer or tapping tomorrow’s wealth, the mobile phone is the leapfrogging channel to reach consumers.
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Reveal Platform
Pepron has developed Reveal Platform for Sapotech in 2018.
All Sapotech products are built on top of IoT enabled Sapotech Reveal Platform. The Reveal Platform is a comprehensive collection of software, hardware and variety of machine vision technologies, specifically developed to solve challenges related to metallurgical manufacturing processes.
Sapotech products enable customers to assess and monitor process quality in extreme detail. The Reveal Technology improves production quality and yield, providing significant benefits through cost savings and improved process efficiency.
Sapotech develops high-speed machine vision based quality assessment solutions for the metallurgical industries, especially for the high temperature processes. Sapotech products are available globally.
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The aim of Alko Online Shop is to create even better customer experiences as the entire product range is at customers’ reach.
Alko Online shop servers both consumers and businesses. The Online Shop includes Alko’s entire product range of more than 5000 products. Like before, the same professional and personal customer service is offered in Alko shops but now also in the Alko Online Shop.
Alko is the national alcoholic beverage retailing monopoly in Finland. It is the only store in the country which retails beer over 5.5% ABV, wine (except in vineyards) and spirits.[1] Alcoholic beverages are also sold in licensed restaurants and bars but only for consumption on the premises. Alko is required by law to sell drinks with lower alcohol content than 5.5% and non-alcoholic alternatives, but in practice carries a very limited stock of low alcohol beer, cider and non-alcoholic drinks and others as supermarkets are allowed to sell those at a substantially lower price. By law, alcoholic drinks may only be sold to those aged 18 or above.
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Battery Portal
Pepron helped El-Kretsen to build a Battery Portal.
Together for sustainable development!
El-Kretsen – the website that tells you everything you need to know about producer responsibility and the collection of electrical and electronic waste and batteries. A nationally approved collection system, we’re not here to make a profit but to focus on maintaining efficient systems and serving the environment. Together with our customers, producers, the Swedish municipalities and all our recyclers we have created a world-class recycling system.
In Sweden, the WEEE Directive was preceded by the establishment of an Ordinance on producer responsibility for electrical and electronic products. Overnight, the responsibility for transporting and recycling everything that was collected nationwide went from the municipalities to the producers. Different trade organisations quickly realized the advantage of producers joining force, and so El-Kretsen was created. To finance the collection, a first step was to contact different producers and let them get affiliated and pay environmental fees.
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Smart Wi-Fi Platform
Pepron has been part of Domos Smart Wifi Platform development development since 2013.
Machine Learning that optimises Internet in the Home. Every home is different. Every consumer device is different. Every app is different. Every network is different. It takes a machine to make sense of it all. We at Domos have built this machine.
The Domos Machine Learning Algorithm continously recieves CPE usage data in order to optimise every home, understand every user and pinpoint every problem. Do you work with delivering or improving internet user experience? If so, we would love to get in touch and see how we can work together.
Domos Labs is creating the first LEARNING Wi-Fi Router, applying state-of-the-art Artificial Intelligence and Machine Learning techniques to optimize and simplify home wi-fi. In Allseen Alliance they will join the Gateway Agent working group. The company has offices in Oslo (Norway) and Palo Alto (CA) in addition to Oulu.
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Skippee
Pepron has been a partner for Pedihealth to develop Skippee.
Bedwetting is a common problem among kids. About 10 % of six-year-old children are bedwetters. About 70 % achieve dry nights with the alarm treatment.
The sensor is placed in the pantyliner. One mobile phone is set as the master device. Several mobile phones can be connected at the same time (e.g. child’s, mother’s and father’s phones). Once the bedwetting alarm sounds, it will continue until the alarm is turned off from the master device. The alarm sound (or just a vibration) and volume can be chosen from the mobile phone. In web browser a bedwetting diary
is included
Pedihealth was founded in 1986 in order to meet the needs in the demanding child care health equipment market.
Pediatrician Seppo Simila experienced the need of adequate equipment in his work. He decided to act upon that and opened up his business. Its main purpose was to develop products which had a clear demand at child health care. The first developed products were the Coxa-splint to treat natural hip dysplasia, the Pedi- scoliometer for scoliosis screening, bedwetting sheets and MoSuTe a test to measure children’s motor skills.
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Pohjoista Voimaa App
Pepron has been part of Oulun Energia’s Pohjoista Voimaa App development since 2016.
With the Pohjoista Voimaa mobile application, you will benefit from a comprehensive range of useful services that make it easy to handle energy issues. A free app is available for smartphones and tablets for iOS and Android.
With the Pohjoista Voimaa mobile application you can monitor your electricity consumption, get quick access to customer service, easily ask for a power supply, and keep up-to-date with your customer benefits, campaigns, and events. The Spot-Rate Monitor monitors your hourly electricity prices and in the event of a power failure you can check the disturbance situation in the national disturbance area.
Oulun Energia is a modern corporate group that operates in the energy sector in Finland. Our operations cover entire value chain of the energy industry from production of raw materials to generation, sales and distribution of energy. We also produce a wide range of services such as smart energy services, network management, subcontracting and maintenance services.
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Omakastelli
Pepron has been partner for Kastelli to smooth customer service in Omakastelli.
Less paper, more real-time information, more consolidated and transparent communication along with other important information to be saved in smartphone pictures.
One does not forget electricity subscription and other practical issues anymore even if the different phases of building wouldn’t be that familiar.
OmaKastelli supports different devices and is optimized especially for mobile use. The most concrete change is that all information concerning one’s home is available regardless of time and place – both in the building and living phases.
Kastelli-talot manufactures houses and villas and is Finland’s market leader in prefabricated houses. It is part of a financially sound Harjavalta Group, established in 1920, which employs 2000 people with a turnover of 240 million euros. The most buyed house brand Kastelli has been since 1994. Small-sized detached house and Buy a Hous Online service are examples of their most recent launches.
“We have closed lots of new deals with the help of Pepron’s Weblead.”
-Jukka Vaaramo, CEO, Kastelli-talot
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NexStaff is a comprehensive and versatile ERP system for recruiting and workforce leasing. System is being used by the second largest domestic public sector operator: Seuturekry Oy.
NexStaff provides web-based and mobile tools for managing temporary workforce and an user interface for the employees. In addition the system supports the municipal recruiting process starting from job advertisement publication to hiring the applicant. System offers various integrations to other back-end systems like HR, invoicing and payroll management
Nextime Solutions Oy currently offers products in two product lines: NexStaff and Ajanvaraus (time reservation). Formerly Nextime had two other product lines Helmi school ERP and NexGolf ERP which have exited in 2017.
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Innovative Collaboration for B2B partnerships
Pepron has helped Symbio to build Partner Portal in 2013 & 2014.
Together with one of their partners, an incumbent Fortune500 company, Symbio provides high level software and hardware expert services to a shared customer base. While everything was going great businesswize, it was really hard for Symbio to keep track of different opportunities together with their partner. It didn’t help at all that interpreting the actual communications would sometimes require a degree in rocket science (and this is not a joke!).
Symbio is a Global Digital Services company. We help our clients with Transformative Digital Services that connect, engage, and drive enterprises. Symbio has developed a comprehensive services and solutions portfolio to help create, enhance and differentiate our enterprise clients’ businesses.
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Do you need a Customer Service System? Experiences using Zendesk
This article was published by Checkout Finland Oy in Finnish at their blog. Article is republished and translated into English with the permission of Checkout Finland Oy.
"You can separately manage communications coming from different channels up to a certain limit. But when you have volume, the time saved by using a Customer Management Solution is significant."
"Zendesk has brought down the amount of tools we have to use at our Customer Service. At the same time we have been able to unify both the processes as well as our operating model across all of our services", says Jenni Penna, Technical Customer Service Specialist at Checkout Finland
Good Customer Service gives a competitive edge for Finnish webshops
Modern customers expect they get their issues resolved in due time no matter what channel they use for contacting you. When you’re perplexed with the flood of emails, chats, social media and phone calls, to name a few, the end result is easily a communication chaos.
To tackle this chaos there are lots of different Customer Management solutions on the market. We here at Checkout Finland chose Zendesk for its broad and flexible reporting capabilities among other features. So what kind of problems has our Customer Management solution solved for us and who would need to consider using a Customer Management solution?
It is common to wonder if your own webshop has any chance of competing for customers against strong international rivals. There are however many tricks for turning this rivalry into your benefit. One of the key tricks is providing fast multichannel customer service with Finnish speaking experts.
-Key part of providing Excellent Customer Service is when you’re persuading a customer, who has endless options to choose from in the Internet, to buy and to come back and buy more from your webshop. Cheap prices are not at all the only relevant issue for the customer, says VP Sales Marko Kallovaara from Pepron, a Zendesk reseller and consultation company.
– When, for example, within the first few minutes in to browsing your webshop you proactively present clever context related help to your webshop customer they remember this “Wow!” moment and are most probably returning again, and again. Customers are drawn to comfort, states Henrik Heusala, VP Collaboration Services, from Pepron.
Webshop needs to help their customers when they hesitate.
– For example when the customer has collected their shopping cart full but has been idle for three minutes since, the customer might be comparing your prices and items to the offering of another webshop. This is one of the essential moments when your Customer Service should be online and ask the customer what issues they are still unsure about. This is the moment when sales are closed, continues Kallovaara.
Need for a Customer Service System depends on your volume
When you’re assessing whether a Customer Management Solution is necessary for your webshop, the key issues are company’s size, different service channels offered and especially how many people are communicating with your customers. Do you have different teams and tiers/levels?
– When you need to assign messages between teams so that the customer service representatives can keep track of what they do as a team transparently, a Customer Management Solution solves many problems. Then again, if you have one person managing all of your customer service you don’t need a system, states Jenni Penna, Technical Customer Service Specialist at Checkout Finland.
– You can separately manage communications coming from different channels up to a certain limit. But when you have volume, the time saved by using a Customer Management Solution is significant, Penna continues.
So how do you choose the best option for your Webshop? It depends a lot on your specific needs. Henrik Heusala from Pepron offers one universally applicable hint:
– It is definitely worthwhile to make sure it’s possible to integrate your existing systems, as well as the systems you’re planning on using in the future with your chosen Customer Management Solution, especially systems related to sales and marketing.
Zendesk has helped Checkout Finland Customer Service
Without Zendesk, Checkout Finland’s Customer Service would need to use several different systems with no links between them. Certain necessary information would often have to be searched from these systems separately.
– Zendesk has brought down the amount of tools we have to use at our Customer Service. At the same time we have been able to unify both the processes as well as our operating model across all of our services, says Penna.
– When our customer asks the status of their issue through whatever channel they choose to use, we don’t have to browse through separate systems and places to find the conversation history and previous contacts with the specific customer. With Zendesk we just open the profile of the customer and find all old conversations and emails from the same place at once, praises Penna.
Zendesk: Top 5 features
Zendesk puts your issues in order and solves the communication chaos. Time is saved, there are fewer mistakes made and customer service is faster. This transforms directly into an overall better Customer Experience.
In our Day-to-Day work at Checkout the following 5 features have so far helped us the most:
- We use different teams and tiers/levels at our customer service. Zendesk provides transparency so everyone is onboard on what your team and your colleagues are working on.
- Zendesk automatically sends customer satisfaction inquiries which give us direct and prompt feedback on how we handle customer issues. If in the customer’s opinion an issue is still unresolved, it’s easy to get back to the issue and gracefully make sure we are over the finish line this time.
- The ability to create, save and use ready made answers, or “Macros”, makes customer service work faster. “Macros” are a handy way of delivering, for example, some frequently needed instructions to our customers.
- Reporting shows us which type of contacts and questions are challenging, have taken a long time or what type of issues we have been receiving the most among other things. This is used in pinpointing and handling problem areas in our services.
- Reporting improves customer service across the board: Once you have the knowledge you can change your operating models and, for example, make better instructions for your customer service personnel.
Zendesk is a fit for a variety of different webshops, but Zendesk is especially good when your need is to manage large amounts of customer service inquiries from consumers. Zendesk also offers wide and flexible integration possibilities to other systems
About Checkout Finland Oy
Specializing on payment transactions Checkout Finland Oy is a part of OP Financial Group. Checkout Finland Oy enables easy, fast and safe net payments for web shops as well as for all digital services.
This article is originally published as a blog post in Finnish at Checkout Finland Blog
See also
Northern Finland Outdoor Life Fair improves customer’s fair experience through a new mobile app
“The development process of the app kept its schedule and the fine tuning after the initial feedback went smoothly.” Erkki Kuoksa, Lapin Messut
Northern Finland Outdoor Life Fair is a 4-day event that gathers hunting, fishing, camping, and nature photography enthusiasts under the same roof.
The last time this fair was held in 2015, it welcomed 50 000 visitors. This year, the fair has over 300 exhibitors and there is a variety of activities and presentations going on throughout the event. As there is plenty to see and experience at the fair, there has to be a way to make it easy for visitors to find what interests them the most.
With so many visitors it's important everyone gets the most out of their fair experience and they find everything they might be interested in. Having this goal in mind, the fair organiser Lapin Messut co-produced a mobile application with Pepron. The app includes all the necessary content about the fair in a clear and pleasant fashion.
Lapin Messut organises also the annual Snowmobile Fair and Lapland’s Outdoor Life Fair 2018. All three fairs are deliberately shown in the same app. Thus, it creates a natural opportunity for the exhibiting companies to be present and visible in several fairs as the visitors in each fair are somewhat the same people.
The app includes the most important aspects needed in a successful fair experience, such as a list of exhibiting companies, map of the area, updates during the fair, arrival instructions, etc. It is designed to serve the visitors as well as to bring a new channel for the exhibitors to promote their products and services.
The Lapin Messut app is free and can be installed for Android from Google Play and for iPhone from App Store.
“We were looking for a way to develop the visitors’ experience and a mobile app seemed to be an excellent solution. Our vision is to replace our paper fair brochures in the near future as previously we have had to print thousands of them. Through its features the app also offers the visitors an opportunity to plan their fair visit already in advance.
"We continue to develop the app in collaboration with Pepron and value any feedback from its users. After all, the app exists to serve the visitors and exhibitors and to develop their experience even further.” Erkki Kuoksa, Lapin Messut
Ohtonen Jukka
Korhonen Jani
Fullstack developer
Web front developer
Heusala Henrik
Kallovaara Marko
Eteläperä Matti
Tienari Heikki
Lehtiniemi Ville
Velasco Maria
Lukkari Janne
Räsänen Janne
Haltian will not overlook customer service when launching the Snowfox Trackerphone.
"We already had experience of using modern cloud service in our customer service, with other products such as our Thingsee product family, and with Snowfox we wanted to be ready to take care of our customers' needs with all modern channels, right from the beginning.", says Pekka Ruottinen, Haltian’s After Sales and Operations Development Manager
Haltian is an engineering company founded in 2012, by former Nokia Product Development Experts. Haltian’s expertise extends from sensors and radio technologies to the implementation of high-quality software programs and user experience. Haltian does B2B product design and development work for its customers and introduces a variety of devices based on wireless connectivity.
Haltian’s most recent product launch has introduced the Snowfox Trackerphone to the phone market. In Haltian’s own words, the Snowfox Trackerphone creates a completely new product category in the market. According to Haltian, Snowfox is a smart phone without the disadvantages of smart phones. "Parents want to let their children out to play, to develop and to have an adventure on their own. However, we hear constantly that they do not want to buy their child their first smart phone yet, because children can be hooked on screen time all too easily. “Therefore, Snowfox is a very convenient solution," says Kari Kujala, the Sales Director of Haltian.
The staff at Haltian has an average of 15 years of experience in different areas of the wireless technology market sector. "Through experience, we have learned that when we launch a new product to the market, the whole package has to be ready before the product is on the shelf," says Pekka Ruottinen, Haltian’s After Sales and Operations Development Manager, and continues: "We already had experience of using modern cloud service in our customer service, with other products such as our Thingsee product family, and with Snowfox we wanted to be ready to take care of our customers' needs with all modern channels, right from the beginning."
In conjunction with Pepron, Haltian implemented a total customer service solution for Snowfox Trackerphone, based on Zendesk cloud service. "We have developed a well-functioning total customer service solution for our clients' needs, which is ready after some small customer-specific adjustments, and which is based on Zendesk, regardless of the extent of customer’s customer service needs," says Henrik Heusala, the Management Consultant at Pepron, and continues: "Because in Haltian’s Snowfox project, we were able to build an entity directly for the new product and new market without any burden of the past, our tested and polished entity made it possible to have a very quick and cost-effective deployment of all channels required by Haltian". The implementation of the customer service entity within the project took about two weeks, after which the customer service entity was in pilot production for a month. From the beginning, the channels for customer service entity have been: e-mail, web buttons, chat and social media (Facebook, Twitter), and more channels and internal integrations such as Google Play reviews and JIRA integration, are in development. "We are very satisfied with the solution and in particular with the schedule, as we got a functional entity for our use," says Pekka Ruottinen.
Haltian Ltd.
Haltian Ltd is based in Oulu, and it is specialised in innovative product development and commercialisation of high-level hardware, software and product design. We can productise all kinds of sensor and mobile technology wireless solutions, from miniature mechanics to industrial Internet. Currently, we employ nearly 80 employees in the Oulu region, and we are one of the fastest growing enterprises in Northern Finland. Haltian was founded in 2012.
Safeobject build smartphone based tool for mobile workforce
Safeobject is a solution for ensuring safety, quality, and work supervision with mobile staff in a changing work environment. Pepron has been involved in making Safeobject a product with which Safeobject will serve companies in different sectors, such as mining, recycling, hospitals, crushing, blasting, and construction—with the same product engine, a mobile application completely adjustable for individual businesses. Pepron’s services with Safeobject cover, in addition to product development needs, business development and creating a customer service component. Pepron is a true multi-sector actor supporting Safeobject.", says Sami Varpenius COO of Safeobejct
Safeobject is a work safety solution for mobile staff designed for industrial needs. It seamlessly combines work and safety instructions for individual sites, reporting tasks and time spent, documentation with pictures, and several other elements aimed at ensuring safety in industry, construction, and maintenance.
As industrial processes become increasingly complicated and production capacity is required to grow constantly, demands for safety, documentation, communication, and reporting become even more important than before.
Typical risks involved in some processes are falling, threats of fire or explosion, dangerous substances, or site-specific challenges. In other cases the challenges are cold or hot temperatures, or other external factors.
At the same time the production must be efficient, and results have to be reported precisely for each machine or piece of equipment, or at the level of individuals—whether you are measuring tons, time, or other similar variables. Documenting changes has to happen in real time.
Some procedures aimed at ensuring safety are determined by law, and others are actor-specific.
Safeobject has been developed taking into account these variables—with over 10 years of experience in the field.
A summary of the work safety solution for mobile staff:
- Work safety instructions
- Work instructions
- Warnings
- Checklist and inspection register
- Measurements and measurement report
- Staff location
- Location of tools and machinery
- Inspection and maintenance registers
Domos Labs to join Linux Foundation Allseen Alliance
“We have been very impressed by the work that is being done in Allseen Alliance, and are proud to join and contribute. We believe the open gateway platform is critical to realize interoperability in IoT.” says Domos Labs CEO, Olav Nedrelid.
Oulu-based Domos Labs has joined Linux Foundation Allseen Alliance, the collaborative industry project established to secure interoperability for Internet of Things. The Alliance has had a very successful 2014, attracting a number of global heavyweights in various industries like Qualcomm, Microsoft, Sony, LG, Cisco, Electrolux etc: https://allseenalliance.org/about/members.
Domos Labs is creating the first LEARNING Wi-Fi Router, applying state-of-the-art Artificial Intelligence and Machine Learning techniques to optimize and simplify home wi-fi. In Allseen Alliance they will join the Gateway Agent working group. The company has offices in Oslo (Norway) and Palo Alto (CA) in addition to Oulu.
“We have been very impressed by the work that is being done in Allseen Alliance, and are proud to join and contribute. We believe the open gateway platform is critical to realize interoperability in IoT.” says Domos Labs CEO, Olav Nedrelid.
Domos Labs established R&D base in Oulu because of the extraordinary competence available. “It is an incredibly deep talent pool with world class experts. We see so many opportunities in the intersection of cloud and embedded technologies that make up the Internet of Things. Hopefully we can help build a vibrant cluster for IoT in Oulu.”
“It has been great to help Domos to establish office in Oulu. Their current plan promises over 20 jobs in near future. And their ideas around IoT, has potential to provide growth platform for many Oulu based startups”; Janne Räsänen, CEO of Pepron, continues.
”Domos Labs brings markable software know how to Internet of Things ekosystem to Oulu. Domos Labs is talented operator in open gateway platform development and it has good connections to many brands globally,” comments director of BusinessOulu Juha Ala-Mursula.
For information call:
Janne Räsänen, CEO,
janne_at_pepron.com
mobile + 358 40 575 4595
www.pepron.com
Juha Ala-Mursula,
executive director,
juha.ala-mursula_at_ouka.fi
mobile +358 40 559 7020
www.businessoulu.com
Domos Labs
Domos Labs is creating the first LEARNING Wi-Fi Router, applying state-of-the-art Artificial Intelligence and Machine Learning techniques to optimize and simplify home wi-fi. In Allseen Alliance they will join the Gateway Agent working group. The company has offices in Oslo (Norway) and Palo Alto (CA) in addition to Oulu.
Learn more www.domos.no
Bitwise expands to Oulu
"We wanted to open a branch in northern Finland, close to important customers. It's great that we have these professionals, Marko Kallovaara and Janne Räsänen with us to ensure a fast start and get their experience in business development for our use", says CCO Juhani Kallio Bitwise Oy.
Bitwise will start operations in Oulu in September 2014. Initially, the unit’s main task is to support Bitwise’s existing project needs. Bitwise is a well-known actor in a challenging project environment - "150 successful projects, and none of them failed", says the CEO Tomi Mikkonen, "our success is based on world-class experts, who are carrying the responsibility."
During 2015, the Oulu unit will be developed in selected technology areas to take overall responsibility for the business. "We wanted to open a branch in northern Finland, close to important customers. It's great that we have these professionals, Marko Kallovaara and Janne Räsänen with us to ensure a fast start and get their experience in business development for our use", says CCO Juhani Kallio Bitwise Oy.
Friends from Oulu, running a different product business, find co-operation to be a great opportunity for client companies in Oulu. "Besides products, the partnership now provides for our customers and partners a strong project know-how, while extending the Bitwise operations to other parts of Scandinavia," describes Kallovaara.
Growth will be one of the main objectives for Bitwise in the near future - to reach that target Oulu unit plays a key role. "It is a pleasure to be involved in supporting this goal. I can see that Bitwise’s productized project delivery model also has a significant global potential", says Räsänen.
"Bitwise Oy is a welcome addition to the Oulu business world and fits in well with strong expertise and contact network of the company field", says Juha Ala-Mursula Business Oulu.
This is a good start!
Bitwise
Bitwise Oy is software engineering specialist, which offers solutions to wide range of industries, like industry, commerce and government sectors. Company's turnover was 4.2M€ in 2013 and currently has 60 employees.
Read more www.bitwise.fi