24/7 customer service, FibreOnline


Building 24/7 customer service – together

​Based on customer feedback and a user research project, Metsä Fibre has completely revamped their online services. Today, these services have become a holistic tool where customers can find everything they need and even download certifications to pass on to their customers. It’s all in one place – online – easily accessed 24/7 at the push of a button.  

6/18 TEXT: LISA KETTMAN-KERVINEN, PHOTOS: METSÄ GROUP

“Our customers’ wishes and their words formed the starting point for our project to completely overhaul our online service,” says Tari Väätäinen, Technical Customer Service Manager at Metsä Fibre.

Although Metsä Fibre already had an online portal to access order information, it clearly needed updating to meet the needs of today’s customers. 

Advances in software have happened so rapidly that customers have come to expect the same easy user interface for tasks they do at work as they do at home. If you can easily manage your bank account – why not have that same usability when managing a pulp order from Finland? 

Metsä Fibre customers were used to calling and getting reports sent via email, simply because it was faster than finding them online. Some reports were not even available online. Even worse, some customers didn’t realise such reports existed online. The old ways of receiving information worked – although too slowly and time consumingly. 

So how to go about redesigning an online portal with everything in one place, accessible 24/7? 

BUILDING FROM FEEDBACK

“We chose a business digitalisation company which could carry out one-on-one interviews and lead us through the journey of completely overhauling our FibreOnline service,” Väätäinen explains. “The goal was to make FibreOnline the single online door our customers need to interact with Metsä Fibre in a holistic way.”

“We wanted to create this service by listening to the input from our customers – and to continuously improve it in the future through ongoing feedback and dialogue with our customers. We want to make this a tool they really want to use on a daily basis. It needed to be easy so that they can find whatever they are looking for whenever they want – day or night.” 

According to her, the new online platform had an ideal team to build it. It consisted of the digitalisation company along with Metsä Fibre’s ICT team and representatives from the different business units who deal with customer requests on a daily basis. 

“Our two main goals were to make FibreOnline very functional with an engaging visual user interface. That’s what helps people use online services. It motivates them to access the service because they have confidence they can find the information they’re looking for, download it quickly and use it in their daily business operations. They are then encouraged to visit the site on a regular basis,” Väätäinen says. 

REACHING HIGH WITH OBJECTIVES

Other key objectives were to improve accessibility and reliability. Customers need to trust that the data on FibreOnline is correct and timely. The user experience needed to create a ‘wow’ effect, with an attractive look and feel. And the site needed to be constructed so that the online service can be further developed and maintained over time as new features and functionalities become available. 

“For that, we have a two- to three-year roadmap of how we plan to systematically improve this service. And we also see the role of our customers as vital in helping us further develop the online service to continue to match their evolving needs.”

FibeOnline service

NOW READY TO ROLL 

In April 2018, Metsä Fibre’s fully revitalised FibreOnline started to roll out – customer by customer. An important element of this launch is to train the customers to use the new service and to get feedback for further improvements along the way. 

“We’re using a very soft launch approach – primarily to ensure that customers using our new service feel very comfortable with finding all they need. We’re making the service available slowly and surely to all our customers throughout this year,” Väätäinen says. 

“During the training sessions, we review all the information that is now available and teach our customers how to access it and put it to use in their operations. Although just a very short time has passed since this service was launched, we have already received positive customer feedback and valuable development suggestions.”

NEW INFORMATION AVAILABLE 

Besides having a great look and feel, FibreOnline now offers many new advantages with its wealth of information and data. It truly gives a holistic view on any purchase.

“Another brand-new section is the Contact Centre,” states Väätäinen. “Customers appreciate a dedicated contact person who knows their business. Our centre offers a ‘My Messages’ area that works like Outlook. Its purpose is to support the close contact we have with our customers and complements our continued personal customer service. If you have questions, all you need to do is take a screenshot of a document and send it. Your contact person will be in touch with an answer.” 

A growing area of interest is in sustainability and quality reports. The service now includes an area where all sustainability reports and quality certificates are housed. A customer can now download these easily for their customers. 

TRACKING TO KNOW

Another essential and new section will be the improved tracking system. As this is such an important part, it has been in parallel development with the FibreOnline redesign. 

Minna Aksila, Logistics Coordinator, took on the role of managing the project and building a logistics tool for FibreOnline to effectively track all shipments and deliveries. 

“We realised we needed to be more proactive, letting customers know where their shipment is at any given time and when to expect it. If there are delays, we want to inform them directly, rather than having our customers hear about it from the shipping company,” she says.

Now with FibreOnline or via email, Metsä Fibre will send information on any schedule change immediately. 

“We can also analyse why this delay happened and how we might prevent it in the future. With growing pulp volumes in our global markets, it’s essential to have a tool that improves our service and provides better follow-up,” Aksila explains. 

The timetable for completing the new tracking capability is late this spring with full implementation in FibreOnline during the summer. 

DEVELOPING COMMUNICATION TOGETHER 

The brand-new FibreOnline service is just the start of a brand-new way of working together. 

In the near future, Metsä FibreOnline mobile application will be available with fewer features than the full-scale FibreOnline. 

Plus, continuous customer feedback will be used to further enhance the overall online experience, ensuring that this service provides all relevant information needed – with the push of a button. 

Tuomo Niemi

IdeaBooster streamlines innovation

Metsä Fibre’s Botnia IdeaBooster is an online service that enables customers to submit ideas and suggestions for improvement without constraints of time or location. This tool brings a significantly larger number of participants into the innovation process compared to conventional brainstorming and feedback sessions. A facility enabling participants to comment on and jointly develop one another’s ideas is particularly useful.

Tuomo Niemi, Director, Technical Customer Service at Metsä Fibre explains that IdeaBooster has mainly been used with the company’s key customers as a tool for improving collaboration. The ideas presented may accordingly help Metsä Fibre in such areas as enhancing customer competitiveness, boosting product innovation, or benefiting from sustainable development themes. Some practical results have also been achieved:

“Using IdeaBooster with one customer, we formulated as many as 70 collaboration ideas that attracted nearly 100 comments. This enabled us to identify four principal themes for implementing concrete projects. The outcome streamlined the customer’s production process and improved end-product performance,” Niemi explains.

Related articles

  • Sustainable pulp production as cornerstone of circular economy

    / Sustainability

    A strong circular economy needs efficient and sustainable production

    ​Delivering increasingly efficient and sustainable production processes represents an important driver of Metsä Fibre’s operations. Implementing these advanced pulp production technologies offers essential benefits to both circular economy and bioeconomy ecosystems. Metsä Fibre’s state-of-the-art Äänekoski bioproduct mill represents a textbook example of efficient and sustainable production at work.

    Read More
  • Collaboration with Lappeenranta University

    Issue 2/2018/ Partners

    Dialogue for greater wisdom

    ​Collaboration with educational and research institutions is helping Metsä Fibre to gain a broader understanding of natural phenomena and future technologies, and to reach leading professionals in the field. We met up at Lappeenranta University of Technology to discuss the goals and benefits of partnership.

    Read More
  • Metsä Fibre Mill Managers presented, Rauma mill

    / Solutions

    A strong quartet

    ​We asked all of Metsä Fibre’s Mill Managers to describe the areas of expertise of their units and their own personal strengths.

    Read More
  • Kaskinen mill's rebranded BCTMP pulp portfolio launched

    / Solutions

    Two new BCTMP brands with improved properties

    ​Metsä Board’s rebranded High Yield Pulp portfolio was officially launched at the start of 2018 through Metsä Fibre’s global sales network. The project was based on extensive customer discussions and the chance to simplify the pulp offering into two well-distinguished products. Botnia High Yield BULK offers high bulk and brightness to mainly printing and writing paper grades. Botnia High Yield TENSILE provides excellent tensile strength and brightness for tissue and speciality papers.

    Read More
  • Sustainable wood supply as cornerstone of circular economy

    / Sustainability

    An efficient circular economy needs a sustainable supply chain

    ​Delivering an increasingly sustainable supply chain represents a fundamental cornerstone of Metsä Group’s forestry operations. Enhancing efficiencies, as well as implementing stricter environmental and ecological measures in sustainable forest management, have a considerable impact on how the group adds to the circular economy.

    Read More
  • Kate Stone

    / Solutions

    Making paper magical

    ​Any printed item can be given a digital soul by adding touch, connectivity and data, says Dr Kate Stone.

    Read More
  • FibreOnline

    Issue 1/2018/ Solutions

    Building 24/7 customer service – together

    ​Based on customer feedback and a user research project, Metsä Fibre has completely revamped their online services. Today, these services have become a holistic tool where customers can find everything they need and even download certifications to pass on to their customers. It’s all in one place – online – easily accessed 24/7 at the push of a button.  

    Read More
  • Paptic

    Issue 1/2018/ Partners

    Replacing plastics

    ​Paptic is a biobased, recyclable and renewable next generation packaging material made of sustainable wood fibre. Developed by a Finnish start-up company of the same name, Paptic is suitable for uses where plastic films have previously been the only alternative.

    Read More
  • Kemi mill

    Issue 1/2018/

    Prefeasibility study launched on renewal of Kemi pulp mill

    ​Metsä Fibre has launched a prefeasibility study on the renewal of its pulp mill in Kemi, with the option of either replacing the current mill or extending its life cycle.

    Read More
  • mill

    Issue 1/2018/ Solutions

    RFID pulp delivery tracking

    ​RFID (Radio Frequency Identification) is an identification technology that enables efficient and reliable real time tracking of pulp deliveries. Every pulp unit leaving a Metsä Fibre mill automatically includes RFID tags that help to ensure deliveries and minimise consignment errors.

    Read More
  • employee

    Issue 1/2018/

    Appointments at Metsä Fibre's mills

    ​New appointments at Metsä Fibre's mills announced.

    Read More
  • Äänekoski

    Issue 1/2018/

    Metsä Spring plans textile fibre production

    ​Metsä Group has established a new innovation company, Metsä Spring Ltd.

    Read More
  • Ismo Nousiainen

    Issue 1/2018/ Voice

    Pursuing excellence

    ​The business environment continually changes, and company operations must accordingly evolve to keep pace. There is always room to improve, and always an imperative to do so. Regeneration and continual improvement are no longer a choice, but a necessity and a condition for surviving in the modern era. 

    Read More
  • Kate Stone

    Issue 1/2018/ Voice

    Print is dead, long live print

    ​Print is the most pervasive human interface: we write on it, read it, wear it, sit on it and even eat from it!

    Read More
  • campfire

    Issue 1/2018/ Sustainability

    On a journey of sustainability

    Common sustainability goals bring industry operators together for a memorable event.

    Read More
  • Song

    Issue 1/2018/ Markets

    Eastern horizons

    ​Introducing Wangqiu Song – Metsä Group’s recently recruited SVP, Asia and China – and his unique perspectives on both the Finnish and Asian pulp businesses. 

    Read More
  • Li Na

    Issue 1/2018/ Partners

    Shared values strengthen cooperation

    ​Li Na, Vice Chairman of the Chinese Sun Paper company, says that Metsä Fibre’s strong brand reputation, core values and product quality form the basis of a solid partnership.

    Read More
  • Äänekoski

    / Sustainability

    Key Customer Event showcases sustainable forest management

    ​Running through May 23-25, Metsä Fibre organised a Key Customer Event in and around Äänekoski, the site of its new bioproduct mill, inviting international clients to Central Finland.

    Read More
  • technology

    Issue 1/2018/ Voice

    A digital revolution

    ​Technological trends arising from digitalisation, such as IoT, artificial intelligence and data analytics, are having a major impact on society, the world of work and the business operations of Metsä Fibre.

    Read More
  • Issue 1/2018/ Sustainability

    New combination certificate covers all Metsä Fibre operations

    ​Metsä Fibre’s aim of continuously improving its operations is supported by certified control and management systems, related to quality, the environment, energy efficiency and safety. The systems enable, for example, tracking the origin of the wood raw material and following the logistics chain.

    Read More
  • old Äänekoski mill

    Issue 2/2017/ Sustainability

    Recycling the old Äänekoski mill

    ​The start of operations at the new Metsä Fibre bioproduct mill in Äänekoski has meant shutting down the old pulp mill, and its demolition is currently under way. This work began in June by dismantling the old wastewater treatment plant.

    Read More
  • Woman using a tablet

    Issue 2/2017/

    Customer satisfaction high at Metsä Fibre

    The annual Metsä Fibre customer satisfaction survey was completed again this summer with interviews of pulp customers in various market areas. The overall customer satisfaction rating remained almost unchanged at 8.61 on a scale from 4 to 10.

    Read More
  • Bioproduct mill

    Issue 2/2017/ Sustainability

    World-class bioproduct mill

    ​Metsä Fibre’s next-generation bioproduct mill in Äänekoski, Finland, is the largest wood processing plant in the Northern Hemisphere, which brings prosperity to the whole of Finland. The new mill is called a bioproduct mill since it increases the product portfolio with new bioproducts, generates excess bioenergy, and operates without any fossil fuels. The pulp production capacity of the mill is 1.3 million tonnes of pulp a year.

    Read More
  • Inauguration

    Issue 2/2017/

    Bioproduct mill inaugurated

    ​Metsä Fibre’s next-generation bioproduct mill in Äänekoski, Finland, was inaugurated by the President of Finland Sauli Niinistö on 18 October 2017. Hosted by President and CEO of Metsä Group Kari Jordan, guests at the event included national policy-makers, representatives from the City of Äänekoski and various partners in cooperation related to the bioproduct mill project.

    Read More

Most popular articles

  • Ahlstrom Munksjo

    Issue 2/2017/ Partners

    The joy of segmentation

    What’s at the heart of a hundred-year success story? Two successful companies, Metsä Group and Ahlstrom-Munksjö, with deep roots and an intense passion for customer satisfaction.

    Read More
  • Winter forest

    Issue 2/2017/ Sustainability

    Boosting the bioeconomy

    CEPI Director General Sylvain Lhôte says that the forest industry has an unbeatable sustainability story to tell, but should be better in communicating its strengths.

    Read More
  • SkinCare 2.0

    Issue 2/2017/ Partners

    Innovative products from cellulose fibre: GreenDoer

    ​Based in China, Metsä Fibre’s partner company GreenDoer is a leading supplier of next-generation sustainable packaging solutions to the consumer industry. With over 20 years of experience in the industry, the company has developed innovative 3D shaping technology for producing molded fibre products.

    Read More
  • Forest

    Issue 2/2017/ Markets

    Europe's forest nation

    ​Charting the past, present and future of Finland’s uniquely productive relationship with the forest. From Metsä Fibre's perspective, the sustainable and well-organised forest management in Finland and the growing demand from Asia make the future look bright.

    Read More
  • Inauguration

    Issue 2/2017/

    Bioproduct mill inaugurated

    ​Metsä Fibre’s next-generation bioproduct mill in Äänekoski, Finland, was inaugurated by the President of Finland Sauli Niinistö on 18 October 2017. Hosted by President and CEO of Metsä Group Kari Jordan, guests at the event included national policy-makers, representatives from the City of Äänekoski and various partners in cooperation related to the bioproduct mill project.

    Read More
  • Bioproduct mill

    Issue 2/2017/ Sustainability

    World-class bioproduct mill

    ​Metsä Fibre’s next-generation bioproduct mill in Äänekoski, Finland, is the largest wood processing plant in the Northern Hemisphere, which brings prosperity to the whole of Finland. The new mill is called a bioproduct mill since it increases the product portfolio with new bioproducts, generates excess bioenergy, and operates without any fossil fuels. The pulp production capacity of the mill is 1.3 million tonnes of pulp a year.

    Read More
  • old Äänekoski mill

    Issue 2/2017/ Sustainability

    Recycling the old Äänekoski mill

    ​The start of operations at the new Metsä Fibre bioproduct mill in Äänekoski has meant shutting down the old pulp mill, and its demolition is currently under way. This work began in June by dismantling the old wastewater treatment plant.

    Read More
  • Woman using a tablet

    Issue 2/2017/

    Customer satisfaction high at Metsä Fibre

    The annual Metsä Fibre customer satisfaction survey was completed again this summer with interviews of pulp customers in various market areas. The overall customer satisfaction rating remained almost unchanged at 8.61 on a scale from 4 to 10.

    Read More
  • Issue 1/2018/ Sustainability

    New combination certificate covers all Metsä Fibre operations

    ​Metsä Fibre’s aim of continuously improving its operations is supported by certified control and management systems, related to quality, the environment, energy efficiency and safety. The systems enable, for example, tracking the origin of the wood raw material and following the logistics chain.

    Read More
  • Paptic

    Issue 1/2018/ Partners

    Replacing plastics

    ​Paptic is a biobased, recyclable and renewable next generation packaging material made of sustainable wood fibre. Developed by a Finnish start-up company of the same name, Paptic is suitable for uses where plastic films have previously been the only alternative.

    Read More
  • FibreOnline

    Issue 1/2018/ Solutions

    Building 24/7 customer service – together

    ​Based on customer feedback and a user research project, Metsä Fibre has completely revamped their online services. Today, these services have become a holistic tool where customers can find everything they need and even download certifications to pass on to their customers. It’s all in one place – online – easily accessed 24/7 at the push of a button.  

    Read More
  • Song

    Issue 1/2018/ Markets

    Eastern horizons

    ​Introducing Wangqiu Song – Metsä Group’s recently recruited SVP, Asia and China – and his unique perspectives on both the Finnish and Asian pulp businesses. 

    Read More
  • Ismo Nousiainen

    Issue 1/2018/ Voice

    Pursuing excellence

    ​The business environment continually changes, and company operations must accordingly evolve to keep pace. There is always room to improve, and always an imperative to do so. Regeneration and continual improvement are no longer a choice, but a necessity and a condition for surviving in the modern era. 

    Read More
  • mill

    Issue 1/2018/ Solutions

    RFID pulp delivery tracking

    ​RFID (Radio Frequency Identification) is an identification technology that enables efficient and reliable real time tracking of pulp deliveries. Every pulp unit leaving a Metsä Fibre mill automatically includes RFID tags that help to ensure deliveries and minimise consignment errors.

    Read More
  • technology

    Issue 1/2018/ Voice

    A digital revolution

    ​Technological trends arising from digitalisation, such as IoT, artificial intelligence and data analytics, are having a major impact on society, the world of work and the business operations of Metsä Fibre.

    Read More
  • campfire

    Issue 1/2018/ Sustainability

    On a journey of sustainability

    Common sustainability goals bring industry operators together for a memorable event.

    Read More
  • Kate Stone

    Issue 1/2018/ Voice

    Print is dead, long live print

    ​Print is the most pervasive human interface: we write on it, read it, wear it, sit on it and even eat from it!

    Read More
  • Äänekoski

    / Sustainability

    Key Customer Event showcases sustainable forest management

    ​Running through May 23-25, Metsä Fibre organised a Key Customer Event in and around Äänekoski, the site of its new bioproduct mill, inviting international clients to Central Finland.

    Read More
  • Li Na

    Issue 1/2018/ Partners

    Shared values strengthen cooperation

    ​Li Na, Vice Chairman of the Chinese Sun Paper company, says that Metsä Fibre’s strong brand reputation, core values and product quality form the basis of a solid partnership.

    Read More
  • Äänekoski

    Issue 1/2018/

    Metsä Spring plans textile fibre production

    ​Metsä Group has established a new innovation company, Metsä Spring Ltd.

    Read More
  • employee

    Issue 1/2018/

    Appointments at Metsä Fibre's mills

    ​New appointments at Metsä Fibre's mills announced.

    Read More
  • Kemi mill

    Issue 1/2018/

    Prefeasibility study launched on renewal of Kemi pulp mill

    ​Metsä Fibre has launched a prefeasibility study on the renewal of its pulp mill in Kemi, with the option of either replacing the current mill or extending its life cycle.

    Read More
  • Sustainable wood supply as cornerstone of circular economy

    / Sustainability

    An efficient circular economy needs a sustainable supply chain

    ​Delivering an increasingly sustainable supply chain represents a fundamental cornerstone of Metsä Group’s forestry operations. Enhancing efficiencies, as well as implementing stricter environmental and ecological measures in sustainable forest management, have a considerable impact on how the group adds to the circular economy.

    Read More
  • Kate Stone

    / Solutions

    Making paper magical

    ​Any printed item can be given a digital soul by adding touch, connectivity and data, says Dr Kate Stone.

    Read More
  • Metsä Fibre Mill Managers presented, Rauma mill

    / Solutions

    A strong quartet

    ​We asked all of Metsä Fibre’s Mill Managers to describe the areas of expertise of their units and their own personal strengths.

    Read More
  • Kaskinen mill's rebranded BCTMP pulp portfolio launched

    / Solutions

    Two new BCTMP brands with improved properties

    ​Metsä Board’s rebranded High Yield Pulp portfolio was officially launched at the start of 2018 through Metsä Fibre’s global sales network. The project was based on extensive customer discussions and the chance to simplify the pulp offering into two well-distinguished products. Botnia High Yield BULK offers high bulk and brightness to mainly printing and writing paper grades. Botnia High Yield TENSILE provides excellent tensile strength and brightness for tissue and speciality papers.

    Read More
  • Collaboration with Lappeenranta University

    Issue 2/2018/ Partners

    Dialogue for greater wisdom

    ​Collaboration with educational and research institutions is helping Metsä Fibre to gain a broader understanding of natural phenomena and future technologies, and to reach leading professionals in the field. We met up at Lappeenranta University of Technology to discuss the goals and benefits of partnership.

    Read More
  • Sustainable pulp production as cornerstone of circular economy

    / Sustainability

    A strong circular economy needs efficient and sustainable production

    ​Delivering increasingly efficient and sustainable production processes represents an important driver of Metsä Fibre’s operations. Implementing these advanced pulp production technologies offers essential benefits to both circular economy and bioeconomy ecosystems. Metsä Fibre’s state-of-the-art Äänekoski bioproduct mill represents a textbook example of efficient and sustainable production at work.

    Read More