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BETTER CEX BY MAKING THINGS BECOMING SMARTER Jukka Helin J. Boye Aarhus 2.11.2016 1

Customer Experience: Enhancing customer experience with the Internet of Things (IoT) BY Jukka Helin AT VAPO

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Page 1: Customer Experience: Enhancing customer experience with the Internet of Things (IoT) BY Jukka Helin AT VAPO

BETTER CEXBY MAKING THINGSBECOMING SMARTER

Jukka Helin

J. Boye Aarhus

2.11.2016

1

Page 2: Customer Experience: Enhancing customer experience with the Internet of Things (IoT) BY Jukka Helin AT VAPO

Sisäinen | Internal2

Page 3: Customer Experience: Enhancing customer experience with the Internet of Things (IoT) BY Jukka Helin AT VAPO

Vapo - fuel and energy supplier with exciting growth opportunities

Strong Nordic presenceVapo in figures (FY 2016)

Group revenue EUR ~390m

(FY 2016)

EUR ~20m

EUR ~290m

Kekkilä Group in Norway and Russia EUR ~5m

Group revenue EUR ~390m

Amount of personnel ~800

Hectares of land in peat production over 50,000

Annual fuel sales 14 TWh

Annual energy sales 1,6 TWh

Power- and heating plants 153

EUR ~75m

Page 4: Customer Experience: Enhancing customer experience with the Internet of Things (IoT) BY Jukka Helin AT VAPO

Vapo’s business areas

Fuels

Kekkilä Group

• Provides domestic solid

fuels, such as fuel wood,

peat and pellets

• Related added value

services

• Solutions based on delivery

reliability, local and

responsible operations, as

well as expertise in fuels

and energy production

• Offers tailored heating

solutions, district heating

and remote operation

services for plants

• Turnkey solutions according

to customers’ individual

needs

• Owns 7 power plants, 146

heating plants, 29 district

heating networks

• Develops, produces and

markets high-end garden

substrates, plant fertilisers

and mulches as well as

home garden and yard

construction products

• Customers include hobby

gardeners, professional

growers and landscapers

Net sales: EUR 250m

EBITDA: EUR 37m

• Vapo Clean Waters Oy

Solutions for controlling and treating

natural waters

• Vapo Fibers

Ecological peat fibers with unique

characteristics to be applied in various

industrial purposes

• Vapo Carbons

Technical carbons incl. activated carbon,

carbon fiber and carbon black.

Net sales: EUR 88m

EBITDA: EUR 6m

Net sales: EUR 95m

EBITDA: EUR 18m

Heat and Power

Vapo Ventures

Page 5: Customer Experience: Enhancing customer experience with the Internet of Things (IoT) BY Jukka Helin AT VAPO

Heat and power production value chain

Fuel productionFuel

procurementFuel

processingTransport

Power production

Energy distribution

Energy services (sales

/ retail)

Energy consumption

Big

centralized

power plants

Coal

Gas

Biomass

Nuclear

Wind

Distributed

consumption

Page 6: Customer Experience: Enhancing customer experience with the Internet of Things (IoT) BY Jukka Helin AT VAPO

AFTER BEFORE

BEDDING PEATSmarter and easier

Page 7: Customer Experience: Enhancing customer experience with the Internet of Things (IoT) BY Jukka Helin AT VAPO

Sisäinen | Internal7

Page 8: Customer Experience: Enhancing customer experience with the Internet of Things (IoT) BY Jukka Helin AT VAPO

Base for automation.

Special interest in logistics optimation.

Customer promise

”We make sure your storage is always full.”

Business value

”We have better control over the whole process and

logistics”

Notes

Issues with reliability, expensive. Work in outdoor

conditions (when they work).

Average customer orders a delivery or a

pick-up 1-2 times per month by phone.

Customer promise

”One less thing to take care of. Just press the

button.”

Business value

”Happier customers, better retention, more orders.”

Notes

Easy to start with, fairly cheap. Some reliability

issues. Need to be placed inside.

ORDER BUTTONSLEVEL MEASUREMENT

Page 9: Customer Experience: Enhancing customer experience with the Internet of Things (IoT) BY Jukka Helin AT VAPO

PELLET PLANTS

SENSORS IN THE

SILOS

Page 10: Customer Experience: Enhancing customer experience with the Internet of Things (IoT) BY Jukka Helin AT VAPO
Page 11: Customer Experience: Enhancing customer experience with the Internet of Things (IoT) BY Jukka Helin AT VAPO

Vapo’s powerplants in Finland

Silo level measurement key to

successful logistics. Transportation is a

big part of the total cost.

Step 1. Get data from our own silos

Step 2. Plan logistics based on data

Step 3. Add sensors to customers silos

Problems

• Still too expensive and unreliable

• We need to get price per silo to

under 1000 €

• Dusty environment challenging for

current technology.

Page 12: Customer Experience: Enhancing customer experience with the Internet of Things (IoT) BY Jukka Helin AT VAPO

Easy step 1. screen-capture plants controlscreens

Lot of remote, independently

operating pellet plants.

Normally work just fine, but in

fault situations maintenance

crew had to drive hundreds of

kilometers to operate the control

panel inside the plant.

Simple solution: screen capture

software to the control panels.

Now they can be operated from

anywhere. No real automation

software needed.

Page 13: Customer Experience: Enhancing customer experience with the Internet of Things (IoT) BY Jukka Helin AT VAPO

We had cameras for security in

the silos. Only internal access to

them.

We opened the camera feeds to

internet and gave our partners

access to them.

Now truck drivers can check the

silo levels on their mobiles and

decide independently when to

fill the silo.

Zero cost because we were

able to use existing equipment.

Easy step 2. Opening the cameras

Page 14: Customer Experience: Enhancing customer experience with the Internet of Things (IoT) BY Jukka Helin AT VAPO

ALGORITHMICORDERING

14

Page 15: Customer Experience: Enhancing customer experience with the Internet of Things (IoT) BY Jukka Helin AT VAPO

Automated fuelorders for largecustomers

By combining different data

eg.

– Weather

– Plant size

– Fuel metrics

– History data

We think we are able to

automate fuel ordering for

our big customers.

Dashboard is there to show

that everything works.

Project starting now. MVP

out in March-April 2017.

Page 16: Customer Experience: Enhancing customer experience with the Internet of Things (IoT) BY Jukka Helin AT VAPO

Automated offers for consumers

By using marketing automation

that combines different data sets

eg.

• Purchase history

• Weather data

• Storage size

We are able to send perfectly

timed sales offers to existing

customers.

Logic is being build into Salesforce

Launch at the end of 2016.

p.s. Our dream is to automate this

as well using sensors or buttons.

Page 17: Customer Experience: Enhancing customer experience with the Internet of Things (IoT) BY Jukka Helin AT VAPO

Continuum of automation

Order

buttons

Remote-

controlled

screens

CamerasSilo

monitoring

Automatic

ordering

Controlling

energy

streams

Page 18: Customer Experience: Enhancing customer experience with the Internet of Things (IoT) BY Jukka Helin AT VAPO

Our goals with IoT and becoming smarter

Better customer experience

• Easier buying

• Less work for customers

• Better reliability

• Eventually cheaper prices

Better business

• Improved logistics

• Better control of the whole value chain (which is changing drastically).

Page 19: Customer Experience: Enhancing customer experience with the Internet of Things (IoT) BY Jukka Helin AT VAPO

New energy value chain

…in a two-

way market

meets…Distributed

production…

…distributed

consumption

Customer becomes a user and a producer

Prices are pushed down.

Huge strain on traditional

production that is still

needed as reserve.

Focusing on customer

experience is essential in

the future value chain.

Owning production

plants doesn’t bring

advantage.

I IIIII

Page 20: Customer Experience: Enhancing customer experience with the Internet of Things (IoT) BY Jukka Helin AT VAPO

@yuccis

[email protected]