Customer Cases
We want to offer each of our customers a service that fits their needs, or a combination of several messaging services and channels. With the help of our extensive experience, we strive to deliver cost-effective solutions both for internal and external communication, domestically and globally.
Customer Satisfaction
Based on the results of the 2024 customer satisfaction survey, our customers are satisfied or very satisfied with Arena Interactive’s operations.
Sticking to promises and agreed matters
Keeping to schedules, quality of work and error-free
The service orientation of the personnel, the smoothness and flexibility of cooperation
Our customer-oriented values
Delighting the customer
We help our customers to succeed and to see new opportunities in their operations.
Success together
We aim for creating a common success story with each of our customers and partners.
Passion to achieve
We operate solution-oriented and quickly, implementing services with care from start to finish.
Willingness to develop
We develop and renew customer messaging services with an agile attitude.
Customer Cases
Transportation and traffic industry
Tallink
SMS messaging and Group Message Service as part of customer and staff communication
Raskone
NPS survey to improve customer understanding
Rahtikeskus
SMS messaging and Group Message Service as part of customer and staff communication
Hedin Automotive
SMS messaging as part of marketing automation
Taksi Helsinki
2-way conversation between customer and taxi relay central
Media industry
Sanoma
SMS messaging as part of marketing and sales automation
Ilkka
SMS and e-mail Messaging as part of marketing and sales automation
Karjalainen
Various benefits offered to long-term subscribers
Hilla
Various benefits offered to loyal subscribers
Other industries
Lantmännen Cerelia
Gift cards as part of customer relationship management
Talokuntoon.fi
SMS messaging for informing customers
The success and success of our customers is truly important to us.
Tallink
SMS messaging and Group Message Service as part of customer and staff communication
Need
Tallink Silja needed reliable SMS messaging as part of its booking system. Our client’s requirement was that the messaging system also is ablle to send messages to passengers from different countries. Tallink Silja also needed a user interface from which messages can be sent manually and ad hoc.
Solution
Tallink Silja implemented two-way SMS messaging, which is connected to Tallink Silja’s reservation system.
In addition, customer service and marketing have access to a group messaging service, which can be used to send both individual and group-specific instant messages to both customers and own staff via an easy-to-use web management interface.
Benefits
SMS communication offers Tallink Silja an efficient, fast and reliable way to communicate with its customers from different countries and internally with its own staff.
Raskone
NPS survey to improve customer understanding
Need
Raskone needed a fast, simple and efficient way to collect feedback from customers instead of filling out a laborious form.
Solution
The NPS survey (Net Promoter Score) sent via the messaging system was integrated into Raskonen’s customer feedback system. SmartDialog delivers a monthly summary report from which Raskone can see all SMS message traffic and total costs. It is also possible to get the average of the received reviews daily.
Benefits
Raskone gets valuable and reliable information about the success of its services, because customers’ evaluations and testimonials can be gathered together quickly with the help of a survey, which the customer can easily and quickly answer while the service experience is still fresh in their memory.
A bad review can be reacted to immediately to minimize harm and improve the service. Thanks to the automatic flow of information, employees can focus on their own tasks, and Raskonen does not have to send any information manually.
Rahtikeskus
SMS messaging and Group Message Service as part of customer and staff communication
Need
Rahtikeskus needed reliable SMS messaging as part of operating the transportation arrangement.
Our client’s requirement was that they wanted to send messages from the messaging system to different target groups. The cargo company also needed a web management interface from which messages can be sent manually.
Solution
The transportation organizers and their marketing department have access to a group messaging service, which can be used to send both individual and group-specific SMS messages to both customers and own staff via an easy-to-use web management interface.
The group message service is two-way, so their customers can reply to messages sent by Rahtikeskus.
Benefits
SMS messaging offers Rahtikeskus a fast and reliable way to communicate with its customers and its own stakeholders.
“We have been satisfied with the service offered by Arena Interactive. The reliability of the service has been good and the level of customer service exemplary.”
Iiro Purola, Rahtikeskus
Hedin Automotive
SMS messaging as part of marketing automation
Need
Hedin Automotive needed a reliable, GDPR-compliant and flexible solution for SMS messaging as part of marketing automation.
Solution
Two-way SMS messaging was integrated into the background systems used by car sales retailer Hedin Automotive.
Hedin Automotive’s messaging, statistics and reports for follow-up, are managed per retail office.
Benefits
With the help of the SMS channel, Hedin Automotive is able to enhance its communication, for example for handovers and opinion surveys, as well as for reminders and separate advertising campaigns.
Taksi Helsinki
2-way messaging between customers and customer service agents of the brokerage center
Need
Organize and centralize the communication of taxi rides when changes to schedules or routes are made.
Solution
Taksi Helsinki Oy took in to use the Dialog service, which concentrates all instant messaging in one place.
Benefits
With the versatile user interface, every instant messaging conversation with the customer can be conducted smoothly and instantly.
The platform’s reporting can be used for monitoring number of messages and response time.
Sanoma
SMS messaging as part of marketing and sales automation
Need
Sanoma Group needed a payment service where the customer can pay as smoothly as possible, straightforwardly and without entering separate IDs or other information.
Different business units also had to be able to use the payment method flexibly.
Solution
SmartDialog’s SMS invoicing service was implemented into Sanoma Group’s payment services. Now the subscription customer of any Finnish tele operator can use SMS as a payment option.
Payment is made by sending a text message to a specific shortcode number. Purchases are charged to the customer’s phone bill and the accumulated payments are credited directly to the service provider’s bank account.
Benefits
The SMS payment option facilitates Sanoma’s customers to make purchases with their mobile device in their various services.
Buying and paying is possible without separate login, registration and identification. The customer does not need online banking or credit card credentials either.
Read more on Sanoma’s integration solution
Ilkka
SMS and email messaging as part of marketing automation
Read more about Ilkka-Pohjalainen’s integration solution
Karjalainen
Loyalty card solution for newspaper subscribers
Need
The goal was to bring a a easy-to-use customer card with digital coupons for loyal subscribers.
Solution
Karjalainen Etukortti – a mobile app with easy registration and an admin tool for managing the benefit coupons.
Benefits
The long-term subscriber digitally receives valuable benefits and Karjalainen could get rid of its paper coupons.
Hilla Group
Loyalty card solution for newspaper subscribers
Need
The goal was to get rid of the paper loyalty card and strengthen the customer relationship for long-term customers.
Solution
Hilla Etukortti – a mobile app with easy registration and an admin tool for managing the benefit coupons.
Benefits
Long-term subscribers can easily access benefits anywhere and anytime via their mobile device. The Hilla mobile benefit card makes it easier to make benefits accessible to all subscribers
Lantmännen Cerelia
Managing customer relations with gift card rewards
Need
Lantmännen Cerealia’s need was to quickly obtain a large number of reasonably priced gift cards to distribute to their customers.
The requirement was be able to deliver the gift card to consumers both by post and by e-mail and SMS.
Solution
Arena Interactive’s and R-kioski’s Rcode met the need.
Lantmännen Cerealia received a large number of codes on a fast schedule, which their customer service could easily forward their customers. The customer service was able to decide whether to send the code by letter or digitally.
Benefits
Lantmännen Cerealia was able to offer reasonable compensation to customers, compared to the purchase price of the original product.
They had the flexibility to send the gift card to customers in the way they chose best.
Talokuntoon.fi
Managing customer relations with SMS messaging
Need
Talokuntoon.fi is a home care online store, from which the consumer can order, for example, chimney sweeping, ventilation cleaning, radon measurement or roof cleaning for their home.
Sweeping and ventilation services are provided by 60 professionals and matters related to the order and delivery of services are largely communicated by e-mails. These emails can easily get caught in various e-mail server filters and not reach the customers. Talokuntoon.fi needed a communication tool to reach customers reliably and quickly.
Solution
Talokuntoon.fi wanted to make sure that customers reliably receive the necessary confirmations of orders and immediately information about the completion of the work. For this reason, it was decided to inform customers not only by e-mail but also by text messages. This choice was a time- and financially efficient way to ensure the smooth delivery of communications and improve customer satisfaction.
Benefits
In 2023, more than 30,000 households and housing associations used the service, so the operational reliability brought by text messages in terms of message delivery improved both the customer experience and the quality of the company’s operations.
Want to hear more about our customer solutions?
Eini Ojanperä, eini.ojanpera@arenainteractive.fi, +358505963961
