Our work — Wärtsilä
Wärtsilä: Service Around the Clock
Wärtsilä is a global leader in advanced technologies and complete lifecycle solutions for the marine and energy markets. By emphasizing sustainable innovation and total efficiency, we maximize the environmental and economic performance of the vessels and power plants of our customers. In 2016, Wärtsilä’s net sales totalled EUR 4.8 billion with approximately 18,000 employees. We have operations in over 200 locations in more than 70 countries around the world. Wärtsilä is listed on Nasdaq Helsinki.
4,8
Billion Euro Sales
70
Countries
200
Locations around the world
18000
Employees
Serving differentiated groups
Wärtsilä has many customers with varying needs — from purchasing of spare parts and maintenance requests to technical documentation and insurance details. In their Differentiated Service Model initiative, they explored how they could serve their clients from one location 24/7 while improving communication and collaboration. They studied the behavior of the different segments and investigated ways to automate workflows, while at the same time offering a better and individualized service.
The development of the Wärtsilä Online Services portal included various interest groups within Wärtsilä — from the service department’s field service and maintenance units to the procurement department. Fluido was involved from the beginning — or even earlier, before the project really took off in 2013.
The value of Wärtsilä’s long-standing cooperation with Fluido really showed itself in this project. After more than a decade and 42 development projects, Wärtsilä has a continued partnership with Fluido and Salesforce.
Whenever, wherever
The Online Services portal was developed with Fluido to provide Wärtsilä’s customers with relevant information whenever and wherever.
Noone on either side had any previous experience with similar undertakings; many areas were uncharted for both parties. However, Fluido assembled a team with the right skills and, together with Wärtsilä’s personnel, met these — and many unforeseen — challenges to build a unique service portal tailored to the needs of Wärtsilä’s customers.
"True competence and partnership is measured when things don't go as planned. We were able to solve arising challenges amicably in a timely manner, because Fluido was flexible in it's approach and practises."
The stability and commitment of the project teams has borne fruit — manifested in continued confidence and an expanded partnership with Fluido. During the partnership, Wärtsilä has witnessed Fluido’s relationship with Salesforce deepen, ensuring greater competence, support, and service on all fronts.
Sharper reactions and faster development
Internally it has been quite a journey and a big change management project, with many services brought together. “Our customer satisfaction has definitely improved,” Jukka concludes.
Bilateral trust has enabled Wärtsilä to move forward from the traditional ICT-delivery model, where rigid written specifications were required. This enables them to start new projects quickly and shorten the development process.
As the account and core teams have remained stable over the years, Fluido has accumulated a great deal of information about Wärtsilä’s needs. A solid foundation has been built, from where Wärtsilä can continue evolving their systems to the next level. They want to move toward integrating their systems with their partners’ and customers’ systems.
