Success in complex technical projects is not only about technical expertise. It requires a deep understanding of the customer’s business, the ability to adapt to changing requirements, and flexible project management capabilities. The collaboration between Kymenlaakson Sähkö (KSOY) and Synerall demonstrated what a strategic partnership looks like at its best.
Synerall’s customer service and invoicing software has been in use at KSOY since 2018. Last year, KSOY launched the Oma KSOY PWA application designed for end customers.
In this interview, Juha Kaariaho shares his thoughts on the collaboration with Synerall. He has worked at Kymenlaakson Sähköverkko since 2007, and today his responsibilities include network services.
Why a Progressive Web App (PWA)?
The new smart electricity meters opened up the possibility for end customers to manage and monitor their energy use in real time. But that requires that they have access to these features through an easy-to-use application.
Many companies use native mobile applications that must be downloaded from the App Store or Google Play. However, this means maintaining parallel systems: websites and mobile applications. A PWA is a more efficient solution because it works both on websites and on mobile devices and provides the same user experience as a traditional mobile application but requires maintaining only one system.
A strategic partner
Kymenlaakson Sähköverkko did not want to buy a solution “off the shelf.” “Together with Synerall, we set out to develop a solution that suits our needs,” Juha says. The result was a solution that other energy companies can also benefit from.
“A PWA was not a standard procurement; instead, we discussed our strategic objectives with Synerall and asked how Synerall can help us. This is strategic partnership,” Juha explains. And he emphasizes: “In our core operations, our strategic partners play an important role in achieving our objectives.”
The importance of project management
Challenges always arise in development work. “Whenever we think that this will surely work this way, during implementation 50 additional questions come up,” Juha notes.
“An important factor in the project’s success was Synerall’s strong expertise in project management. We always knew what stage each task was in: specification, implementation, testing, or production. Project management expertise is what distinguishes successful projects from failed ones,” he emphasizes.
Benefits of the Oma KSOY application for end users
End customers can use Oma KSOY to program, for example, their hot water heater to automatically use the cheapest electricity hours of the day. The system analyzes prices and optimizes when electricity is consumed. Somewhat surprisingly, customers found the ability to remotely cut off electricity to be a useful feature. “We thought hardly anyone would need that feature, but based on the feedback we received, it has proven extremely useful.” When leaving a summer cottage, customers can ensure via the app that the electricity has been turned off.
In addition, customers can check in the app whether electricity is functioning normally, for example during autumn storms, so they do not have to worry about whether the cottage freezer will thaw and the berry harvest stored there will be ruined.
A very important feature is that Oma KSOY functions as a channel through which Kymenlaakson Sähköverkko can send important notifications, from regional power outages to critical announcements, directly to customers’ phones. “Oma KSOY is a new, handy, and fast channel for two-way communication with our customers,” Juha states.
Customer satisfaction is important also for the network company
Customers can now conveniently handle matters through the app at any time, without needing to call customer service, which saves time for all parties. The new app helps customers manage their electricity consumption efficiently and easily and shift it to times when the electricity price is at its lowest.
Development work continues
“Oma KSOY version 1.0 is only the beginning. Now we will continue developing the application. When we get new ideas for features, we ask Synerall to develop them, and correspondingly, if a feature proves unnecessary, we ask for it to be removed,” Juha says. He also thanks Synerall for its flexibility during the development work.
As a final comment, Juha states: “Synerall is a good strategic partner for us, helping us achieve our objectives.”
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Kymenlaakson Sähkö is an energy group owned by cities and municipalities, whose main lines of business are energy production and network operations. The group consists of Kymenlaakson Sähkö Oy, which operates in the energy business, and its wholly owned subsidiary Kymenlaakson Sähköverkko Oy, which operates in network business.
Kymenlaakson Sähkö’s revenue in 2024 was EUR 108.5 million, and the group employs approximately 55 experts. It serves over 100,000 customers mainly in the area of four regions—in addition to Kymenlaakso, also in South Karelia, Uusimaa, and Päijät-Häme.
