HSL wanted a multi-channel communication solution that would allow it to handle all its communications to customers in one place. Email communications, mobile application notifications, push messages, and targeted digital services and paid advertising were all wanted in the solution.
“Our goal is to reach customers in multiple channels, and we wanted a centralised tool for our digital communications – we did not want to work in separated silos. We want to reach our customers through a number of digital channels and use the channels that best suit each customer,” says HSL’s Anne Koski.
The solution needed to dynamically create target groups based on both online and offline data, as well as to automatically manage messages across channel boundaries in a chained and scheduled manner. The user interface also needed to enable the creation of content centrally in different channels.
“In addition to all of this, we wanted the system to retrieve content and data from other systems. It was important for HSL that it would be possible to utilise and communicate the information from different sources in real time and centrally,” says Hannele Kiivuori, Scrum Master and Project Manager at Solita.