Digital Self-Service Frees Up Customer Service Resources for Value-Adding Work

Hyvinkää Lämpövoima Improves Customer Service Efficiency with Solteq Utilities Self-Service

The energy sector is rapidly evolving. Customers expect seamless digital services, real-time information, and the ability to manage their affairs anytime, anywhere. At the same time, energy and water utilities must improve efficiency and focus their expert resources on tasks that create the most value.

Hyvinkää Lämpövoima, a city-owned district heating company in Hyvinkää, Finland, modernized its digital customer service to meet these expectations. The solution was Solteq Utilities Self-Service — a scalable, accessible self-service platform that supports core business processes.

A smiling customer shows their personal data from Hyvinkään Lämpövoima’s online service to a friend.

Shift From Routine Tasks to Expert Work

A significant share of customer service inquiries was related to consumption and billing data — important, but highly repetitive. The goal was not only to digitize services but to fundamentally shift how work is done.

Customers now have clear, easy-to-understand data through Solteq Utilities Self-Service. At the same time, experts can focus on advisory and customer interactions where real value is created. “From the customer’s perspective, it’s important that information is easy to find and clearly presented in one place. When basic information is readily available, we can focus on situations where customers truly need expert support," states Development Manager Pasi Nevalainen from Hyvinkää Lämpövoima.

SaaS-Based Self-Service for Utilities

Solteq Utilities Self-Service supports core processes in water, district heating, and electricity businesses. Its cost efficiency is based on a fast, productized implementation that adapts to diverse customer needs and scales. The service is optimized for mobile and other devices. Utilities can automate key service processes by enabling customers to manage move-in/out notifications and connection orders directly in the self-service portal. Electronic signatures can also be integrated into the process.

Value of self-service for customers

Easy access to customer service
Digital communication via preferred channels (email, SMS)
Consumption and billing information
Reports, documents, and contracts
Consumption alerts
Product selection and changes
Electronic signatures

When information is easily available in one place, customers no longer need to contact customer service for basic matters — making interactions faster and clearer.

Better Data Management for Property Managers

For Hyvinkää Lämpövoima, it was also essential to improve services for property managers. Property managers handle multiple properties and need a clear overview of contracts, reports, and consumption data. The new solution brings all information into one view, simplifying daily work. For example, district heating annual reports and contract data are centrally available, making information retrieval faster and collaboration smoother.

A smiling customer service representative talking with a customer on the phone.

Measurable Benefits and a Strong Foundation for Future Digitalization

The implementation of self-service delivers tangible results:

Significant reduction in routine inquiries
Faster response times and improved customer experience
More time for expert-level work
Automated reminders and improved work management
More cost-efficient operations
Better service for property managers and multi-site customers
A scalable, truly SaaS-based solution

The solution not only improves customer service efficiency but also creates a strong technological foundation for continuous development.

At Hyvinkää Lämpövoima, Self-Service is part of a broader Solteq Utilities ecosystem, including a customer information and billing system, outage communication service, and customer survey tool. “When systems and integrations come from a single provider, the overall solution is easier to manage and more cost-efficient — while also creating a solid foundation for continuously developing customer service and customer experience," says Nevalainen.

Hyvinkään Lämpövoima

Hyvinkää Lämpövoima is a city-owned energy company responsible for providing reliable, ecological, and cost-efficient district heating in Hyvinkää.

Over 90% of heat production is based on energy recovered from waste and bio-based energy sources. The company actively invests in renewable and low-emission solutions, as well as energy storage.

For customers, this means high reliability, competitive pricing, and services that support energy efficiency improvements. As a local partner, Hyvinkää Lämpövoima is building a sustainable future together with its customers and the city.

Solteq Utilities

Solteq is a Nordic technology company providing innovative software solutions and expert services to the energy and water industries, retail industry, and the needs related to e-commerce. By combining technology and industry expertise, Solteq helps customers enhance operational efficiency, improve customer experience, and turn challenges into opportunities. Learn more about our solutions and services.