Making Transition To E-Invoicing Easy

From the turn of 2023 to 2024, On-Time began collaborating with Savon Voima, a major utility provider of electricity (DSO) and district heating in Eastern Finland. 

Savon Voima aimed to encourage its Customers to transition from paper billing to e-invoicing. E-invoicing has many benefits over paper invoices: quicker and more solid delivery, cost savings, and environmental sustainability.

This is a big and important task for Savon Voima. On-Time was chosen for the job because of the clear concept and credible references to successfully do it; to get customers to change from old paper bills to new, electronic ones using SMS messages and automated phone calls. Savon Voima also decided to inform Customers about the upcoming e-invoicing campaign on the paper bills beforehand.

“We didn’t know how our customers would react to this kind of communication, but On-Time’s knowledge and past experience convinced us to try.”

- Says Savon Voima’s Customer Service Manager Tarja Leppänen

Designing the best possible Customer experience

The main method of contacting Customers was automated SMS messages and calls. These are calls made by a computer that plays a recorded message. The message asks if the person wants to switch to e-invoicing and lets them answer by speaking or pressing buttons. This method made it easy for Customers to understand and react, improving their experience.

Also, Customers could call back in a certain time window if they missed the first call. This ensured everyone had a chance to make the switch.

To make the offer more attractive, Savon Voima decided to give away gift cards in a draw for those who made a decision to transfer to digital invoicing This idea was proven to increase results, based on On-Time’s knowledge and data of what makes people respond to such campaigns.

“Because of our data-based paper-to-digital invoices concept, we have a very solid understanding of how to make multichannel customer communication in the right way.”

- States On-Time’s Head Of Product and Customers Jon-Erik Talvio

The results speak for themselves

The campaign results were impressive:

• Savon Voima aimed to reach over 30 000 Customers

• over 65% were reached by the campaign

• over 35% chose to switch to e-invoicing
  
  

• And most importantly

  • Customers have now more eco-friendly invoicing option, e-invoice

  • Digital Invoices reach Customers faster and in a more secure way through digital channels

The most important: Improved Customer Connections

These results show that both Savon Voima and their Customers won as a result of this campaign.

After the project, Savon Voima's team was very happy with the outcomes. On-Time's expertise in reaching out to people in different ways showed Savon Voima how to connect with its Customers better.

On-Time is proud of working well with Savon Voima. It shows how smart multichannel communication can help big companies talk to their customers more effectively.

“Thank you, Savon Voima, for trusting us and working so well together.”

- On-Time CEO Teemu Valkonen ends.