Relevant, high-quality and targeted communication
With the new solution, HSL can provide customer communications at a higher quality than before, as it will be possible to link to different channels in the future with a single tool. The new multi-channel communication solution has also significantly increased HSL’s understanding of customer data and related systems as a whole. It is technically possible to collect and use user data, and related tests are already underway.
“The capabilities of the Campaign API can now be utilised to provide fully automated traffic bulletins. Later, it will also be possible to effectively personalise the content on hsl.fi and newsletters. Traffic and incident bulletins, for example, are automatically generated by the system,” says Solita’s Hannele Kiivuori.
End customers will see this change as better targeted and engaging communications. In the future, HSL will also be able to provide the information in a channel chosen by the customer. A new email delivery system has been introduced and, for example, the HSL app’s notification capabilities are already advanced.
The changes aim to ensure that HSL has access to up-to-date data, and that manual updates will no longer be necessary. The development work is ongoing.
“We aim to provide as relevant communications as possible. By adding channels in the future, we will improve our customer reach. We have already seen a significant decrease in the amount of daily manual work, and the new tools will help with targeting our millions of customers in the future,” says HSL’s Anne Koski.