Network services are an important part of Mehiläinen Oy’s communication and service strategy
Mehiläinen is the largest private provider of health care services in Finland. The company’s strategic goals include developing company image to combine in peoples' minds competence and know-how with accountability, caring and smooth service. Consequently, it is only natural that Mehiläinen, as an innovative company, invests in information and communication technologies which boost health care processes and significantly enhance the services provided.
- At Mehiläinen, network services are an important component in the communication and service strategy which we apply to offer our target groups information and interactive services. We develop our network services continuously, taking into account our customers' and stakeholders' capabilities as well as the opportunities offered by new technologies and the changes in the business environment, says Tuula von Zweygbergk, Director of Corporate Communications.
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Tuula von Zweygbergk, Director of Corporate Communications at Mehiläinen, on the right, and Teija Vierimaa, Communications Coordinator, thank their partner for their good work. Leena Laaksonen, Prewise Project Manager, ensures that overall the situation stays under control. |
Satisfied customers
Currently, network services form an extensive package which incorporates public network services, an Intranet service and a section containing advice for appointments staff.
- Of the public network services, Mehiläinen has received the most praise for the appointments system on the Web. More and more people are using it. Customers in the occupational health sector have been particularly satisfied with this service. Customers also look up information on services, addresses and opening times and read the e-magazine, says Ms von Zweygbergk.
Have the network services in any way customers' behaviour patterns or replaced anything, in relation to the more traditional ways of dealing with health care services?
- The most notable change relates to appointments. At the moment, about 14% of new appointments are made online. The service is a flexible one, and accessible 24 hours a day. We have received much praise and thanks for its user-friendliness and functionality. Naturally, it is mainly the younger people who use the online service, but I am happy to report that some “senior citizens” have also discovered it.
- It is also quite evident that people increasingly look up background information on ailments and treatment alternatives on the Web; often customers are already well informed when making an appointment, says von Zweygbergk.
Role of the network service in the customer service package
- The network service will have an increasingly significant role to play. The volume of online appointments is growing. We also have several ongoing projects relating to customer service and individual data transfer. All this will increase online service content. As we develop our services, we are also mindful of data security issues and any changes that we make is on the terms of data security, says Ms von Zweygbergk.
The customer is never forgotten in the process of network service development. Customers are given the opportunity to give feedback, which is then processed in conjunction with the feedback segment contained in the Mehiläinen operating system.
- Feedback is continuous. Most of the feedback we receive consists of further inquiries or thoughts on how to develop the network service. Website visitors have given us many good ideas, Tuula von Zweygbergk is satisfied with the system.
Good cooperation is vital in development projects
This spring, Mehiläinen chose Prewise as partner for the network services
development project. Tuula von Zweygbergk cites reliability, familiarity with the customer’s processes and a desire to serve as the key selection criteria.
According to Tuula von Zweygbergk, wherever the development work concerns a tailored network service, it is very important that it is carried out in partnership with the customer.
- We have been very happy with the cooperation with Prewise. Prewise has a diverse range of competencies and a good selection of tools, all of which we have not yet had time to test, but they are in place and ready for use sometime in the future. We have also noticed that Prewise always takes into account the customer’s overall situation; this ensures that the system development work is manageable at all times.
Text: Leena Laaksonen