Case Study: Caruna improves customer satisfaction with Digia’s Microsoft Dynamics 365 Sales CRM

Caruna improves customer satisfaction for 1,000 large customers with Digia

Caruna, an electricity distribution company in Finland, sought to improve customer satisfaction among its approximately 1,000 large commercial and municipal customers. They needed a more systematic, proactive approach to key account management, which required a dedicated information system to support the strategy and guide their account team's workflow. Digia was selected to address this challenge.

Digia implemented a CRM solution based on Microsoft Dynamics 365 Sales, deploying it quickly in early 2019 with minimal customisation. The solution provided a central system for managing all customer contact, contracts, and communication. Through continuous, small-scale development work by Digia, the system evolved based on user feedback. The project successfully achieved its objectives, with subsequent customer surveys indicating a very high level of satisfaction among Caruna's large customers.

Caruna