Case Study: LocalTapiola improves pet care access and customer satisfaction with Solita's PetHelp

LocalTapiola reaches 90+ NPS with Solita’s PetHelp service

The customer, LocalTapiola, a general mutual insurance company, faced a challenge in the competitive pet insurance market where customers were concerned about pet health, rising veterinary costs, and the availability of services. To address these changing needs, they partnered with the vendor Solita to explore creating a new virtual service concept.

Solita collaborated with LocalTapiola to design and pilot the PetHelp service. Through joint workshops, interviews, and surveys, they developed a mobile application that provides remote veterinary advice. The solution implemented by Solita was highly successful, achieving an NPS of 90 and a 9.6/10 average grade. Over 70% of diagnoses that previously required a vet visit were handled remotely, reducing costs and stress for owners and pets while also improving customer retention and operational efficiency for LocalTapiola.

LocalTapiola