“It is in both of our interests to serve our customers in the most flexible way possible. Our cooperation is smooth and based on open interaction and the desire to act in the best way for our customers.”
– Kati Penttilä-Kokko, Kuntien Tiera Oy
Kuntien Tiera Oy
In 2012, Tiera, identified the need for an enterprise resource planning system for home care with its owner-customers. As a municipally owned ICT service company, they identified that the municipalities lacked a solution to improve the efficiency of home care activities. This was affecting the amount of time that was available for immediate customer work by professionals.
The South Karelia Social and Health Care District (Eksote) and a number of South Savo municipalities, took the lead in home care enterprise resource planning services, and Tiera organised a tender process to identify a solution based on the specifications defined by their owners. The bidding was won by Fastroi Real-Time Care™ and Tiera’s pioneering customers introduced Tiera Mobile Home Care service in 2013. The service has now been approved for municipal operators and is in use by nearly 90 municipal operators and the service has been actively developed together with the clients and Fastroi.
“Our customers have been very satisfied with the functionality of the system,” says Kati Penttilä-Kokko, Business Manager at Tiera. According to Tiera and Fastroi’s customer satisfaction survey 11/2018, as many as 83.9% are either ‘very satisfied’ or ‘quite satisfied’ with the Tiera Mobile Home Care service. The ease of implementation of the software (96.7% of the respondents) and the support of the work tasks of the software (86.9% of the respondents) are also either ‘very satisfied’ or ‘quite satisfied’.
According to customers using the service, the enterprise resource planning has brought significant improvements their day-to-day work in home care and administration. Direct customer time has risen from 40% to 70% which has brought cost savings primarily for the reduction in the need for temporary staff.
“According to our calculations, the efficiency gains of system have been EUR 126 million in 2018,” says Kati Penttilä-Kokko.
Penttilä-Kokko is responsible for Tiera’s home care services and cooperates daily with Fastroi. The companies are also responsible for developing the Tiera Mobile Home Care service offered to customers. Over the years, the service has developed and grown, for example, the addition of a service management planning view and the Network of Care service.
“It is in both of our interests to serve our customers in the most flexible way possible. Our cooperation is smooth and based on open interaction and the desire to act in the best way for our customers, ”says Penttilä-Kokko.
* Tieran and Fastroi customer survey, respondents 61 11/2018.
Kuntien Tiera Oy
- A limited company owned by municipal actors, developing ICT services for the municipal sector in cooperation with municipalities and other public and commercial actors.
- Owned by more than 300 municipal actors: 222 municipalities, 50 joint municipal authorities and over 30 limited companies owned by municipalities and the Finnish Association of Local and Regional Authorities.
- Approximately 120 employees
- Net sales of EUR 25 million in 2017
- Finnish Society of Finnish Work