“We were looking for a reliable partner to support the rollout of Genesys Cloud for our Baltic customer service teams and to harmonize our telecom services at the same time. We chose Advania because they convinced us already in the first meeting,” says Anna Niemelä, Head of Customer Service, Marketing & Services at Neste.
Smooth implementation requires a skilled partner
For Neste’s Finnish customer service team, Genesys Cloud was already familiar, but for the Baltics, the system was completely new. According to Development Manager Tia Suopanki from Neste’s Marketing & Services business unit, expanding the system across multiple countries was a demanding but rewarding project, where careful planning, open communication, and close collaboration were key success factors.
“Rolling out Genesys Cloud to our Baltic customer service teams was a significant step for us, as it enabled all teams to finally use a unified platform. Together with Advania we also built an integration to our CRM system and piloted it before a full rollout. The goal of the integration was to speed up access to customer information, make the work of our advisors easier, and improve our service quality even further,” Tia explains.
Synergy brings efficiency to everyday work
Adopting one shared contact management platform proved to be a valuable decision. According to Anna, customer service operations are now smoother and more structured, with leadership and reporting working hand in hand. Advania supported the project from start to finish, ensuring that both the implementation and ongoing development progressed seamlessly across all teams.
“Genesys Cloud gives us a comprehensive view of our entire customer service as well as country-specific situations. Data allows us to closely track how resources are being utilized and what topics our customers are contacting us about. This helps us develop our operations and services. Advania has a deep understanding of the platform and helps us make the most of it,” Anna says.
Looking ahead: Continued development work
Neste’s Marketing & Services customer service team is pleased with the cooperation with Advania. The rollout went according to plan, and post-project support has been active and solution oriented. The cooperation will continue with further development of integrations and AI capabilities within Genesys Cloud.
“Advania was an excellent partner throughout the project; the rollout proceeded as planned and project management was first-class. They have a highly skilled team, and working with them was also fun and inspiring,” Tia concludes.
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