Haminan Vesi develops digital services and invoicing

A modern service channel and stronger customer data management for water utilities

Aiming for a modern and future-ready service solution

Haminan Vesi wanted to improve its digital services for customers and renew its customer information and billing system to better meet today’s needs. The goal was to provide customers with a clearer service channel, enable more accurate monitoring of water consumption, and make everyday customer service and billing work more efficient.

In the renewal, it was important to find a solution that would support both customers’ digital service experience and Haminan Vesi’s internal processes in the long term. It was equally important to choose a partner that would actively support the implementation project and help resolve questions arising during the process.

Haminan Vesi selected Solteq Utilities CIS, a customer information and billing system, together with Solteq Utilities Self-Service. Combined, the solutions support more efficient use of customer data, smoother processes and more modern digital services.

Haminan Vesi customer logging into the customer portal on a tablet

Close-up of Haminan Vesi’s customer portal on a tablet.

A clearer service channel and stronger customer processes

Solteq Utilities Self-Service provides customers with a clearer channel for contacting Haminan Vesi. Customers can submit contact requests through the portal, where they can be routed by topic to the right handling process instead of relying on email and phone calls.

Solteq Utilities CIS supports Haminan Vesi’s internal work with more efficient data search, billing management and more consistent customer processes.

Together, the solutions bring concrete everyday benefits:

better visibility for customers into their own water consumption
consumption alerts for abnormal use
clearer routing of contact requests
more consistent handling of customer matters
better visibility into open and unfinished cases
faster and more accurate data search in the customer information system
more flexible and parallel billing work
easier onboarding for new employees

More accurate visibility into water consumption and meter alerts

Self-Service provides Haminan Vesi’s customers with a digital channel for monitoring their own water consumption. Customers can view daily consumption data and set alerts for abnormal usage.

Monitoring of alerts and information codes sent by meters is supported by the Solteq Utilities IoT Insights map application. It gives Haminan Vesi an up-to-date situational view of exceptions reported by remotely read water meters, such as possible leak indications. This enables customer service to react proactively when needed and contact the customer.

Better visibility into both customer consumption data and meter notifications helps detect exceptions in time. For customers, this means a clearer way to monitor their own water consumption remotely as well. For Haminan Vesi, it supports more proactive customer service.

CIS improves invoicing and the use of customer data

Solteq Utilities CIS brings more clarity to Haminan Vesi’s invoicing and customer process management. The system supports more efficient data search in the customer information system, making it easier to use large volumes of data in customer service, billing and internal decision-making.

In billing, the benefit is especially visible in the ability to work more flexibly and in parallel than before. As new ways of working become established, the billing process is expected to become faster as a whole and save time in everyday work.

Image from the Haminan Vesi water tower on a sunny day. Photo: Haminan Vesi.

A foundation for future digital services

Solteq Utilities CIS and Self-Service create a foundation for the further development of Haminan Vesi’s digital services. In the first phase, the focus has been on improving visibility into consumption data, enabling consumption alerts, managing contact requests, and streamlining billing and customer processes.

The next renewal to be introduced is Solteq Utilities IoT Hub, which collects raw data from water meters cost-effectively for billing, the map application and consumption monitoring without separate third-party solutions. In the future, the solution will also make it possible to present water consumption data to customers in Self-Service at an even more detailed level, even hourly if needed.

Going forward, the service can be developed step by step, for example by making use of feedback, complaints and contact request tracking. In this way, the digital service will increasingly support the quality of customer service, operational transparency and the everyday efficiency of the water utility.

Haminan Vesi

Haminan Vesi is a municipal utility owned by the City of Hamina and is responsible for water services in its area. The company’s operations include the sourcing and distribution of clean water, sewerage and wastewater treatment in cooperation with partners. Haminan Vesi currently serves nearly 20,000 customers, to whom the company wants to provide reliable, high-quality and environmentally responsible service.