Service-Flow is a Finnish software company that provides a SaaS solution for service integration. It helps clients integrate separate parties in their service supply chain through a simple and user-friendly platform. Service-Flow's clients include MTV Media, LocalTapiola Group, and OP Financial Group. It has helped these organizations automate ticket flows between different service management systems and improve control, visibility, and cost-effectiveness of their outsourced IT services and multi-vendor environments.

1. SERVICE-FLOW CORP.
Huopalahdentie 24
FI-00350 Helsinki
Finland
SERVICE-FLOW UNITED KINGDOM
Heron Tower
110 Bishopsgate
London EC2N 4AY
flow@service-flow.com
@serviceflowcorp
www.service-flow.com

2. Service-Flow | Customer experience
MTV MEDIA is owned
by media company
Bonnier AB. The Finland’s
leading TV, radio and online
media are all members of
the MTV family. Bonnier AB
employs a total of approxi-
mately 11,000 people.
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3. Service-Flow | Customer experience
Simplicity
Performancetoservicerequeststhroughautomation
MTV Media
Challenge:
There was a lot of manual work in user access request management. Requests were sent manually to a service provider.
Tracking of the requests was difficult and time consuming.
Solution:
MTV utilizes Service-Flow for connecting their Service Management system to their Service Provider’s Service Management
system. Set-up enables automated ticket creation in both systems, automated status updates and ticket follow-up and
reporting.
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4. LocalTapiola Group is a
mutual group of companies owned
by its customers. LocalTapiola is one
of Finland’s largest insurance companies.
LocalTapiola’s products and services cover
non-life, life and pension insurance, as well as
investment and saving services. EPSI Rating
revealed that among the largest insurance
companies, LocalTapiola receives the best
grades from its customers for service
quality, customer satisfaction and
customer loyalty.
Service-Flow | Customer experience
The
number of owner-
customers is nearly
1.6
million.
LocalTapiola
employs
approximately
3,400
people.
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5. Service-Flow | Customer experience
Control
ServiceintegrationsimplementedasaSaaSsolution
broughtflexibilitytoalarge-scalecompanyfusion
LocalTapiola Group
Challenge:
Merger of Tapiola and Lähivakuutus, all IT services outsourced to two separate service providers.
Solution:
LocalTapiola utilizes Service-Flow for connecting its IT service providers to LocalTapiola’s incident and service request processes
which run in different service management systems. Thanks to Service-Flow ITSM Integration Service, parties got to keep their
own Service Management tools and have only one connection for connecting to other parties in the Service Supply Chain.
Most importantly, LocalTapiola has now full control and visibility to delivered services, and ticket flows are fully automated.
Currently over 100 000 messages are sent and received monthly via Service-Flow.
“The implementation times were kept at 3-4 weeks – and more importantly, according to our own estimate, the costs turned out
to be 50-60% lower than in a traditional integration project. Now we can also confirm that monthly costs have been reasonable
due to the SaaS model,” states LocalTapiola’s Service Manager Heidi Kantell.
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6. OP Financial Group
is Finland’s largest financial
services group. It provides its
customers with the best loyalty
benefits and the most extensive and
diversified range of banking, invest-
ment and insurance services. OP
Financial Group consists of about 180
member cooperative banks. Its
central OP Cooperative is
Europe’s strongest bank.
Service-Flow | Customer experience
The number
of customers is
4.3
million.
The Group
has a staff of
12,000
people.
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7. Performance
Service-Flow | Customer experience
Serviceintegrationsoffercontrol,transparencyand
effectivitytoanoutsourcedmulti-vendorenvironment
OP Financial Group
Challenge:
OP Financial Group updated the operating model for its ICT services by outsourcing some of its application development and
maintenance services. The new operating model improved the Group’s competitiveness, streamlined the production of services
and made the product development process more flexible.
In the complex entity every service vendor had their own ITSM (Service Desk) tools and customized processes. In addition,
information was in both in Finnish and English. Also the volume was high: thousands of error and service tickets are created
every month.
Solution:
The SaaS solution provides ready interfaces for both the most common ITSM applications and the biggest service providers – the
role of Service Flow is to act as a silent translator and intermediate between them. The service integrations were part of the overall
project, and their deployment between the three service providers took only three months.
All parties could keep their existing tools and processes but information related to the service processes is moved centralized and
fast to correct locations, translated and forwarded by Service-Flow. The other benefits of SaaS model are continuous maintenance,
development and supervision as well as lower life cycle expenses and reusability and flexibility.
“Our starting point was that the outsourcing partners adapt to our operating model and not the other way round. Additionally, it was
important that we maintained the control of the data,” states Vice President of Common-ICT Services Marika Lindström.
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8. SERVICE-FLOW CORP.
Huopalahdentie 24
FI-00350 Helsinki
Finland
SERVICE-FLOW UNITED KINGDOM
Heron Tower
110 Bishopsgate
London EC2N 4AY
flow@service-flow.com
@serviceflowcorp
www.service-flow.com
Service-Flow is a Finnish software company specialized in developing and producing the
world’s first SaaS solution for Service Integration.
Company and the solution was born in the cloud 2011. Our offices are in Helsinki and London.
We help our clients to tackle their Service Management and Service Integration challenges by
providing a simple, user friendly and understandable way to integrate separate parties in the
service supply chain.