Developing a roadmap to enable better customer relationships
Vuono Group analysed Neve’s business and information system architecture to clarify the processes and applications around customer relationship management in different business areas. The study provided Neve with an outside perspective on the key pain points, different solution alternatives and a phased roadmap to evolve the system.
Neve, originally a municipal electricity company, has in the last ten years transformed into a multi-sector group containing business areas such as water supply and fibre optic network services. Each of these incorporated entities have brought along their own set of applications that have been originally selected to serve that particular business area. This has resulted in a wide application landscape, and information being dispersed among different systems, thus making the utilisation of data more difficult.
This conflicts with Neve’s current focus on increasing data-driven decision-making and providing customers with a one-stop-shop experience. Which system should contain the “truth”? Where is the master data stored? Should the target be a centralised, monolithic solution or to keep a distributed approach? These were some of the questions Vuono Group set out to find out.
“Working with Vuono Group renewed our approach to customer relationship management. Their thorough analysis of our business processes and information systems has provided us with invaluable insights, and the phased roadmap is exactly what we needed to evolve our systems.”
Collaboration in brief
Reviewing the current situation and defining the target state together with Neve through workshops and interviews
Analyzing the key differences between the businesses and the used applications
Identifying the factors that would restrict or prevent implementation
Evaluating how the different business needs could be fulfilled in the existing architecture and how the changes should be partitioned
Generating a roadmap for customer data and relationship management with transition architectures
Impact
The study clarified the needs of the different business areas and which parts of the current architecture are most acutely in need of change. It also provided Neve insight into the different solution alternatives and a phased roadmap to evolve the systems.
The proposed way forward:
Seamless data exchange between different systems
Uniform and easy access to information
Efficient updating and sharing of information
Reduced redundancy and improved data quality
Improved process efficiency and reduced manual work
About Neve
Neve Oy is a multi-sector group from Lapland, owned by the city of Rovaniemi. Their services include electricity transmission, water supply, district heating production and services and sales, infrastructure services, fibre optic network construction and services, electronic transport services, digital services and circular economy products.