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A new customer service solution

The Challenge

Lassila & Tikanoja is a service company that transforms the consumer society into an efficient recycling society. With operations in Finland, Sweden and Russia, L&T employs 8,000 people. Net sales in 2015 amounted to EUR 646.3 million. L&T is listed on Nasdaq Helsinki. L&T equips its customers to achieve their environmental targets.

Raksanappi was created as a quick and easy way for contractors to order roll-offs for their construction site. Prior to this service, these already busy professionals had to wait in phone queues until they reached the sales or the customer service, wasting both their and the L&T staff’s time. From the outset, the goal was to create an independent service enabling the contractors to decide by themselves when and where to order a roll-off, or ask for the present roll-off to be switched. It made waiting for the customer service a thing of the past. There was also a call to develop new solutions for traditional construction sites and thus advance the already existing working practises.

The Solution

We approached the problem with a 5-day design sprint. During those five hectic and design-intensive days we created the business model, the preliminary concept and the early prototype of the service. The prototype and concept were handed over for further design and piloting. We also consulted the end users and visited construction sites to observe how roll-off orders and switches were handled. Eventually, a clear picture of what the service should be like emerged from contractor interviews and our joint planning sessions.

The service was designed first and foremost for mobile use, and on a construction site, everybody has a mobile phone. Of course, tablet and desktop use were not ignored and the service runs on all platforms.

The Results

We deemed the pilot to be an excellent opportunity for both testing the service and collecting user feedback. The first pilot was ready in the summer, just a couple of months after the very first post-it notes about the project appeared. In this pilot, only the biggest construction companies on ten different sites were included. As of present, the service is in use on 50 construction sites and there will be a nation-wide launch by the year’s end.

The service is adopted as a part of the waste management plan in parallel to when the construction site is being set up. This way Raksanappi becomes a part of all the stages of the construction site. Contractors and management have access to it right from the start and orders can be placed immediately.

"The service removes any pointless hassle and makes the whole chain clearer."

-Tommi Tupala, L&T

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