Aurajoki
The MyAurajoki self-service portal streamlines operations and improves the customer experience
Aurajoki Oy is one of Finland’s largest and most modern companies specialising in metal surface treatment. To improve the customer experience and strengthen customer loyalty, the company wanted to give customers a clear self-service channel. Sofokus designed and built the MyAurajoki portal together with Aurajoki. Through it, customers can place orders and track their progress, view documents and book deliveries from Aurajoki’s partners. The portal is integrated with the company’s core systems.
The starting point: overloaded customer service and inefficient use of time
Aurajoki ran a customer survey to find out how it could improve its service. One theme kept coming up: customers wanted self-service. They wanted to view their order details and documents and track the progress of their orders themselves.
The same need was felt in the daily work of Aurajoki’s staff. Customer service and sales spent much of their time on the phone and answering emails: Is this order ready for collection? Where can I find the waybill or drawing for that order? The order-to-delivery chain lacked transparency, for customers and for Aurajoki alike.
The solution: the MyAurajoki service portal
MyAurajoki is a browser-based portal for Aurajoki’s customers that connects the systems across the value chain into a seamless whole. Customers log in and place their own orders – say, steel beams of a given size for hot-dip galvanising or powder coating, on the schedule they want and at their own pricing. They can also follow each order step by step, check estimated completion dates, view their documents and arrange transport with Aurajoki’s delivery partners. Aurajoki also wanted to make its customers’ sustainability reporting easier, so the portal provides order-specific carbon footprint calculations in a downloadable format.
The portal has role-based access control. The administrator, along with users from Aurajoki’s management, sales, production and logistics teams, can manage orders and accounts, while each customer sees only their own company’s data.
The project was delivered in stages. Sofokus handled the requirements definition, visual design and prototype, and work then moved on to technical implementation and integrations.
The result: more satisfied customers and better operational efficiency
The MyAurajoki portal has made orders and deliveries far more transparent, which has improved customer satisfaction. Routine enquiries to Aurajoki’s customer service have dropped noticeably, now that customers can see their own documents and order status and find answers to common questions around the clock. That has freed up the sales team for new customer acquisition and other more valuable work.
The improvements show in production and the warehouse too. When customers enter their own orders through predefined fields, those orders are more consistent and more precise than before. Less time goes into untangling unclear or incomplete orders, and Aurajoki can plan production more accurately. Stock turnover has sped up as a result.
It's been a pleasure to work with the skilled and service-minded team at Sofokus. They have always handled matters flexibly and professionally.
Considering a self-service portal, or a refresh of an existing channel?
Sofokus builds digital services that rest on the client’s own processes and connect to their back-end systems. We can build a new portal or renew an existing one, whether for B2B orders, member services or partner collaboration. Get in touch and we’ll map out the options togeth