Kuusakoski Customer Portal

Our collaboration with Kuusakoski began in 2021 with the planning of a digital service, now known as Kuusakoski’s Customer Portal. At the time, Kuusakoski had an existing but outdated eService, used by some of its largest customers for specific order types. In all other cases, customers had to contact customer service directly to place orders, resulting in a manual process that no longer met Kuusakoski’s strategic standards and overloaded customer service.

Kuusakoski’s goal was to enhance the customer experience by building a digital service that would serve all customers, regardless of size or industry. Together, we planned, designed, and implemented the Customer Portal. As a result, we successfully reduced Kuusakoski’s customer service workload and significantly improved the user experience for all their customers. 

Since the initial release of the Customer Portal in 2023, the number of users has grown from 115 to 1,141, an 892% increase. This rapid growth revealed that the initial product was not designed to handle the volume of data moving between Kuusakoski’s ERP, logistics planning system, and the Customer Portal. After a year of re-planning, re-scoping, re-factoring, and re-designing, we launched Customer Portal 2.0 in January 2025.

To comply with new CO₂ laws and regulations that many of Kuusakoski’s customers must adhere to, Kuusakoski aimed to become more data-driven. Supporting this mission, the Customer Portal was enhanced with improved reporting features, providing all relevant stakeholders with better visibility into their data and access to detailed reports. The new Customer Portal now offers customers insights into their orders, as well as sustainability reports. 

Kuusakoski already relies heavily on Microsoft technologies and is familiar with Microsoft’s ecosystem, making Azure a natural choice for this project. Azure provides extensive development resources and a flexible environment that meets Kuusakoski’s needs both now and in the future.

As the new portal is less dependent on the ERP than the old eService, Kuusakoski can now undertake an ERP renewal without affecting the Customer Portal or disrupting the customer experience. 

With enhanced reporting and analytics capabilities, the Customer Portal now gives Kuusakoski and its customers full visibility into order types, order frequency, and all relevant customer data. This insight creates new opportunities to predict customer behavior, optimize production and services, and even suggest services; ultimately enabling an even more sustainable customer experience in the future.