Metso: Enhancing the digital customer experience for the aggregates industry

Through digital development, Metso aspires to reshape its industry. Metso wanted to enhance customer experience, strengthen customer loyalty, and increase efficiency and sales by engaging with its businesses and dealer network to contribute to the common goal of implementing superior digital services.

Servitization is one of the main business renewal themes for manufacturing companies. As they increase focus on developing their services offering, they will look for new capabilities to enable growth.

Metso’s aim was to integrate everything its distributors and customers need into the same platform – from sales of machines and parts to remote monitoring and service to supply-chain planning and logistics – and build a holistic, omnichannel solution, which will provide its distributors and customers with peace of mind and allow them to focus and succeed in their own daily business.

“The objective of Metso’s digital journey is to solve real-world customer problems. Agile development is the only way to go when delivering large-scale solutions in the new, digital world. Tieto is more than just our technology partner in our omnichannel development programme. They are also our innovation partner, and most importantly, our partner in agile development. The experience they are sharing in the context of online sales platform development probably provides the biggest long-term value for us.”

Jani Puroranta, Chief Digital Officer, Metso

Easy and effortless equipment ordering, with real-time visibility of relevant data

Metso’s omnichannel solution my.metso.com is developed for a dispersed, global distributor base. It facilitates communication between Metso and its distributors and provides real-time access to Metso’s digital services, thus strengthening customer loyalty and increasing efficiency and sales.

My.metso.com enables identifying the right equipment, right service job, and right spare or wear part, and makes ordering equipment and parts easy and effortless – anywhere and anytime.

Usability is a key focus of my.metso.com. The omnichannel solution is continually developed, with features and functionality added on based on feedback. In years to come my.metso.com will enable Metso’s customers to buy entire machines and related maintenance and parts as a service, without having to think about the “whens” and “hows” of machine maintenance, as decisions regarding servicing equipment or running machines will happen automatically in the background.

Metso’s goal is to be the leading global OEM in the aggregates industry, and digitalization is key to Metso’s future. By seeking innovations and driving its customers’ success, Metso aims to push its industry into a new, digital age.

We swiftly developed an omnichannel solution with an agile approach

Metso is one of our largest manufacturing customers and we have a long history of working together. Currently, such companies are faced with the challenge of transforming their business operations, product strategy and sales based on the possibilities presented by the digital era. We assisted Metso in delivering world-class digital experiences to their customers, while simultaneously helping Metso become more agile.

From day one, we worked towards common goals. We used a Design Thinking approach that ensured our objectives were aligned with end customer needs and expectations, and a Scaled Agile framework which allowed us to scale as required.

While working together, a tight partnership between Tieto and Metso team members was quickly established, with visible trust and transparency in our cooperation – all key prerequisites to success in agile development projects.

We knew we were not only building a solution. We were enhancing customer experience by helping Metso’s customers reach their goals and witnessing change in the operations of an industry leader.

Our agile way of working allowed Metso and us to develop an omnichannel solution swiftly with short iteration cycles and full transparency. Metso launched my.metso.com with its first distributors in just six months. Now Metso is rolling out the solution globally and adding features and functionality along the way.

About the customer

Metso is a world-leading industrial company offering equipment and services for the sustainable processing and flow of natural resources in the mining, aggregates, recycling and process industries.

Visit Metso.

 

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Contact

Jaakko Hartikainen
Head of Customer Experience Management
+358443500445
jaakko.hartikainen@tieto.com
Panu Repo
Head of Machinery and Equipment, Business Development
+358 50 311 2609
panu.repo@tieto.com