Suomen Lämpöpumpputekniikka Oy manufactures, markets, and maintains ground source heat pumps that are sold and marketed under the Lämpöässä name. In the FIMECC FutIS program, surveys for Lämpöässä end-users were conducted in order to understand their needs and interests regarding services. This resulted in creation of new service packages called ÄssäKunto, ÄssäKunto+, ÄssäStart and ÄssäStart+. The existing remote monitoring and diagnostics service, ÄssäControl, was further developed to better serve end-user needs. Furthermore, the company recently launched an end-user help desk portal, ÄssäTuki, which is also a marketing channel for the new Lämpöässä service packages, and it includes a communication channel from end-users to Lämpöässä service operators.
Parallel to this development work, the company’s internal processes for organising the service function were developed to support service businesses. This helps the company resource its service activities and enables them to receive and execute more service tasks. These processes have been audited.
Furthermore, the company recently launched end-user help desk portal, ÄssäTuki. Besides product manuals and other support material, the portal contains quick guides, videos and materials created in FutIS program. ÄssäTuki is also a marketing channel for the new Lämpöässä service packages and it includes communication channel from end-users to Lämpöässä Service operators.
The main motivation was to facilitate the company in its transformation from a traditional product manufacturer into a service provider. Within the FutIS project, the main goal of the company was to develop and ramp-up activities for life-cycle services that could be another primary business area parallel to heat pump production. Service business development provides opportunities for a more stable source of revenue and differentiation in the market.
The researchers supported company management in its decision-making by providing external benchmark information on items such as service business development and service task allocations. However, the main part of the research was developing the ideas and solutions needed to support the main goal. For example, researchers took an active role in conceptualizing service packages, planning the piloting, producing content for the end-user helpdesk, and so on. By doing this, the researchers presented well-developed solution proposals for the company to review and decide on next steps.
The results enabled the company to start its service business y launching its first service products and by creating processes to support service business. The company now has clear guidelines to continue further development of its services by creating new life-cycle service products and increasing the volume of service activities
“The FutIS project has enabled us to develop a service product portfolio and also to build a domestic partner network to support our service business. Now we can provide our end customers a variety of life-cycle services and effective support for their products. This is a real competitive advantage for us”, stated Timo Raiskinmäki, Managing Director, Suomen Lämpöpumpputekniikka Oy.
Iivari Bäck & Tuomas Huikkola, University of Vaasa
Suomen Lämpöpumpputekniikka Oy, University of Vaasa