Case Study: Pihlajalinna achieves a data‑led, patient‑first contact center transformation with Genesys Cloud

Pihlajalinna - Customer Case Study

Pihlajalinna, a leading Finnish health services provider with six regional service centers, struggled with an outdated, systems‑led telephony setup that was hard to scale, lacked CRM integration and real‑time reporting, and prevented remote working—making it difficult for advisors and nurses to access patient data and deliver efficient care.

Working with Telia, Pihlajalinna moved to Genesys Cloud in a seamless one‑day switchover and integrated the contact center with Salesforce to gain a real‑time, 360° view of customer journeys. The change cut average handle time by about 20%, boosted employee satisfaction, productivity and NPS, enabled a blended 50/50 office‑remote model, improved reporting and surge response during COVID‑19, and set the organization up for future omnichannel and AI capabilities.

Pihlajalinna

Antti Hämäläinen

CC Service Support, Processes and Development Service Manager