How a Customizable User Interface Transformed Vaasan Sähkö’s Online Service

Everyday life at an electricity company is a constant balancing act. Consumers expect clear and intuitive visibility into their energy consumption and prices, property managers need an overview of dozens of sites at a glance, and customer service must be able to see the same view as the customer to understand the situation – preferably within seconds. At the same time, vast amounts of background data flow in: metering data, hourly and 15-minute market prices, as well as contract and billing information from multiple systems.

Vaasan Sähkö wanted to modernize its online service around one login, one user interface, and one unified user experience that scales for both consumers and businesses. In such a complex operating environment, managing and presenting information becomes a critical part of everyday work.

Before implementing Wapice’s solution, Vaasan Sähkö faced several challenges with its previous system.

“We had some difficulties in building the functionalities we needed. Technology had moved forward, and the service no longer met customer expectations,” recalls Kimmo Siljander, Head of Digital and Process Development at Vaasan Sähkö.

Tiia Aho, System Coordinator and Key User of the Online Service, describes the situation in a similar way:

“We had been with the previous supplier for a long time, but we were clearly in need of renewal – a more modern and user-friendly service. Previously, customers had to use different credentials for the mobile app and the web service, which was inconvenient for both us and our customers.”

So, the need for change arose from both customer and employee perspectives: smoother transactions and a unified user experience were essential.

After exploring different options, Wapice and its Ecoreaction Online service were selected as the solution provider. The service was integrated as part of Vaasan Sähkö’s existing system landscape.

The new service unified the online view and mobile application under one user account, introduced a modern and customizable user interface, and enabled significantly faster deployment of new features.

“Ecoreaction Online offered something that others did not. The fact that users can customize their own dashboard was a truly interesting feature for us. In addition, using the same backend system for both the online service and the mobile app cuts development work by 50 percent,” Siljander summarizes.

Aho adds that Wapice’s collaborative approach and open mindset also played an important role in the decision:

“We were able to share our own views already at an early stage, and they were taken seriously. It was positive to see that we were genuinely listened to and that our suggestions were approached with an open mind – and we were even proposed new solutions we hadn’t thought of ourselves.”

Key System Features:

• One login, two channels: the same account for both the mobile app and the web service.
• Customizable dashboard: users can add, remove, and modify content according to their needs, such as adding a spot price electricity widget or highlighting a consumption report.
• Property manager view: a consolidated overview of multiple properties’ consumption and data.
• Mirrored view for customer service: customer service representatives see exactly the same view as the customer and can provide precise guidance.
• Authorization management: supports delegated access (e.g., managing matters for elderly family members, broader access for property managers and business customers).

The system is now in active use, with more than 100,000 registered users. Of these, 20–40% use the service on a monthly basis. The key benefits include:

More efficient customer service. Sharing the same view with the customer shortens guidance time, reduces interpretation, and clarifies support.

Easier everyday work for property managers. Authorizations and consolidated views simplify the management of multiple sites; reporting is being further developed for their needs. “The foundation is now clearly better than before,” estimates Tiia Aho.

One login, less friction. Customers access both the app and the web service with the same credentials. “This is a major convenience for customers, but also for us internally, as we no longer need to search for two different accounts,” says Tiia Aho.

Secure growth. The authorization model and upcoming fine-grained access rights support responsible data sharing (family support, business roles, property managers).

Faster launches of new products and services. New offerings and changes can now be brought to end customers far more smoothly than before – without compromises. “With the previous system, this was extremely difficult,” Siljander recalls.

Towards self-service and fewer calls. Features like invoice due date changes and other self-service tools reduce routine inquiries and free up time for more demanding cases. “The goal is to increase the level of digital service, reduce manual work, and guide customers to channels where they can get everything done in one go,” Tiia summarizes.

Kimmo and Tiia recall how, during the deployment phase, the schedule suddenly had to be brought forward by two months due to external factors. This required flexibility from both sides – planning, prioritization, and rapid production fixes.

“Without a well-functioning customer–supplier relationship, tightening the schedule would have been difficult. When the people are familiar, you don’t have to explain everything from scratch every time,” Siljander emphasizes.

“A calm, solution-oriented approach was visible even in the middle of the rush. Fast reactions and open discussion moved things forward surprisingly quickly,” Aho adds.

From Wapice’s side, Ecoreaction Product Manager Sami Pelkonen also praises the Vaasan Sähkö project team:

“Kimmo is an exceptionally clear and precise project lead. Meetings stayed focused, things progressed, and feedback was constructive. Testing was also unusually active – Vaasan Sähkö truly made sure the solution works as intended.”

The current collaboration model is clear: development needs emerge from Vaasan Sähkö’s idea bank, Wapice supports the implementation approach and estimates the workload. Weekly meetings keep progress and priorities transparent. A dedicated project team on the supplier side has been a clear advantage: named contacts know the architecture and the system’s history.

“Wapice has a technically strong platform and a highly competent team – things simply work,” Kimmo Siljander sums up.