Case Study: Nivos Energia achieves streamlined customer feedback and faster issue resolution with Trimble Feedback

Nivos Energia - Customer Case Study

Nivos Energia, a Finnish energy company offering electricity, district heating, natural gas and contracting services, needed a single, customer-friendly channel to collect and manage diverse feedback—questions, development ideas and location-based issue reports such as broken streetlights or fallen trees on power lines. Previously feedback arrived via forms and phone and was manually forwarded and archived, making tracking, routing and response-time monitoring slow and inconsistent.

Trimble Feedback’s map-based web application provided a centralized, location-aware feedback portal with attachments, project-specific sections and automatic routing to the right teams or contractors, plus public/confidential visibility options. Rolled out company-wide, it streamlined processing and archiving, improved transparency and response-time tracking, enabled more efficient coordination with municipalities and contractors, and helped reduce customer service calls.

Nivos Energia

Jarno Virtanen

Operations Manager