“Our collaboration with Mehiläinen began in 2018 and has grown into a close partnership. From the very beginning, we shared a common goal: to ensure that modern technology supports both customers and employees in a reliable and human-centric way, now and in the future,” says Heikki Hemmi, Director, Customer Experience and Voice Solutions, Advania Finland Oy.
Scalable technology to support growth
Mehiläinen’s growth and international expansion created a need for solutions that scale alongside the business. With Advania’s support, Mehiläinen implemented the Genesys Cloud customer service system, which now serves as the backbone of its nationwide customer service center.
“Genesys Cloud acts as our centralized customer service platform. It provides real-time analytics and visibility into service availability and workload. At the same time, it enables scalability and integrations with various business systems,” explains Tiina Heino, Service Director of Mehiläinen’s customer service center.
Efficiency in customer service through AI and data
The implementation of these solutions was just the starting point – development has continued to meet Mehiläinen’s evolving needs. New AI-powered features in Genesys Cloud are a great example: they enhance customer communication and make daily work more meaningful.
“In my opinion, the most significant benefit of the Genesys Cloud platform is its excellent analytics, which enable transparency and better management. Employees have found the user interface easy to adopt, and the cloud-based nature also supports smooth remote work. Our customer service agents receive real-time updates, for example on campaign changes, which ensures high-quality work and a consistent customer experience,” Heino summarizes.
A functional intranet is a key pillar in supporting employees’ daily work
Alongside the development of customer service, internal communication channels have also been improved. In 2025, Mehiläinen introduced a new intranet built on the Fresh platform in collaboration with Advania.
The solution meets the diverse needs of the organization and serves as an integral part of daily work. Fresh offers ready-made functionalities that can be widely utilized across the business – for example, in supporting the customer service center.
“The intranet plays a central role as a channel for internal communication. It brings together news, updates, and guidelines, ensuring that information reaches the entire organization at the right time. This allows everyone to work with up-to-date information and provide high-quality service to our customers. At the same time, the intranet supports Mehiläinen’s culture and sense of community, while strengthening the employer brand,” summarizes Tiina Kohonen, Communications Manager at Mehiläinen.
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