Customer service is an important support function for many companies, but at Themo it is an integral part of the
core service. The customer experience is built on transparency, effective problem solving and close collaboration with product development.
We interviewed Iiro Karttunen, Customer Success Lead for Customer Service at Themo, who opened up to us about what goes behind good customer service and how Themo ensures that customers receive the best possible service.
Transparency is the foundation of everything
"At Themo, transparency is at the heart of customer service. Everything we do is based on data, which allows us to verify equipment performance, savings and temperatures. From the customer's perspective, this means clarity and reliability," says Iiro Karttunen.
He also stresses the importance of the beginning of the customer relationship.
"When a customer meets us for the first time in a portal meeting, I want to make sure that they can immediately see how we work and that our promises are kept," Iiro continues.
The customer service team is constantly communicating internally with different departments to ensure that every customer experience is smooth and the service is moving in the right direction. Themo Customer Service is more than a reactive support service - it's an active player that influences the company's overall strategy and customer experience.
"Our customer service is not just a problem solver, it acts as a bridge between customers and product development. We don't just answer customers' questions, we identify their needs and anticipate potential challenges before they arise," says Iiro.
Solving problems quickly and efficiently
In Themo's customer service, challenges are always addressed by an expert with the knowledge to solve the situation.
"When I get a call from a service technician that the floor is not heating, I can check our system to find the cause of the problem in almost all cases. If I can't find the answer, I consult our technical team, who respond within minutes," says Iiro.
The problem-solving process at Themo is straightforward and efficient:
- Initial analysis - Customer service examines the system data and tries to pinpoint the cause of the problem.
- Technical support - If a solution is not found immediately, customer service is in direct contact with
a technical team with in-depth knowledge of the hardware and software. - Field team intervention - If necessary, the customer will be assigned an on-site expert
to ensure that the device is working as expected. - Root cause analysis and development - Each incident is recorded and analyzed to ensure
prevention of similar problems in the future.
"When things get tough, we have a human at the customer's site and we make sure that the case is followed through. We never leave a client alone with a problem," Iiro stresses.
Customer service and product development go hand in hand
At Themo, customer service and product development are not separate entities, but work closely together. "We have various channels through which development suggestions from customers go directly to the product development team. This way, feedback is not lost, but guides our continuous development work," explains Iiro.
Every problem solved based on customer feedback is an opportunity to develop the service further.
How do customer service findings influence development work?
- Quick feedback to product development - Customer service passes customer reports directly to developers without any intermediaries.
- Preventive development - If recurring problems are found in a particular device, they are not just fixed individually, but are put on the development list and resolved across the entire device fleet.
- Development paths at different levels of urgency - Customer feedback is prioritized to ensure that the most important changes are implemented quickly.
At Themo, customer feedback is valuable information that guides both customer service approaches and the direction of product development. The customer service team analyses feedback and identifies recurring challenges that, if resolved, can improve service for all customers.
"For example, when we identify a development issue in one device, we don't just solve it in that device - we analyze, develop a solution and update it across our entire device portfolio in the next update. This is a positive snowball effect that customers may not even notice," says Iiro.
At Themo, all service-related activities are handled in-house, and collaboration between the teams is smooth and seamless. The advantage of a small, close-knit organization is a cohesive culture where everyone pulls together to ensure success. Every employee is committed to continuously improving operations and service.
"We don't leave the customer waiting for a pointless support request to be dealt with, but instead pass the problem directly to the right expert. This is possible because we have a low-hierarchical and open organization," Iiro says happily.
In addition, the customer service team strives for proactive problem solving.
"If we find that equipment is not working optimally at a particular site, we don't wait for the customer to contact us - we contact them ourselves and make sure everything is working as it should." Iiro continues.
Automation and people together guarantee quality of service
Although Themo makes heavy use of data and automation, the human factor is still the most important aspect of customer service.
"No device can take responsibility - it takes people. We constantly monitor our customers' devices and make sure they are working optimally. If we identify adjustment needs, we proactively address them," says Iiro.
In line with the growth, Themo has also expanded its customer service team at the beginning of the year. The Norwegian market opened in autumn 2024, with Jørund Waag taking over customer service at the beginning of January. The Finnish customer service team was also strengthened at the beginning of January, when Emma Merikallio started in the role of Customer Success specialist.
"I am delighted to have Jørund on the team, who brings us not only strong technical expertise but also knowledge of the local culture and practices. It's really important that we can build a consistent customer service across all countries. The Finnish team will be even stronger with Emma's arrival, as her customer communication and problem-solving skills will take the customer experience to a new level," Iiro says happily.
Trust is built in the relationship
Good customer service is not just about solving technical problems - it's also about building trust. "We want customers to always know who they can contact and that their concerns are taken seriously. Every customer receives personal service from us, and we know our customers by name," Iiro says.
The transparency of the service also contributes to trust.
"We don't want the client to be left in the dark, so we tell them directly what we are doing, why we are doing it and how long it will take. This kind of transparency is one of our main principles. For us, customer service is not just a support service, but a key part of the whole company. Our aim is to ensure that our customers always receive the best possible service - quickly, professionally and transparently," says Iiro, summing up Themo's customer service philosophy.
