"Working with Fluentia has given us a whole new level of confidence. We can clearly see what is happening in the system and when, and we always know who to contact. The quality of maintenance has improved significantly and communication is transparent."
Jari Puhakka, Chairman of the Board, Suomen Numeropalvelu Oy
Suomen Numeropalvelu Oy (SNOY) maintains a nationwide subscriber database containing public telephone numbers and other contact information. SNOY provides the database it maintains to its partners, and these service providers offer contact information services to consumers. The operational reliability and data security of the database are critical for many industries. SNOY wanted to take the quality of its maintenance and minor development services to a new level and improve communication around the service.
Fluentia's operating model supports these goals by ensuring smooth cooperation in SNOY's maintenance and integrations and by adapting flexibly to the requirements of their operating methods.
In addition to improving maintenance and streamlining integrations, SNOY needed an overall picture of how security, logging, and monitoring should be developed to better meet their requirements. The goal was to standardize practices and increase transparency in service management.
The role of telecommunications companies as holders of master data further emphasized the need for reliable and secure maintenance practices.
We offered SNOY the Fluentia Care service, which combines care, monitoring, and agile further development into a single package. At the heart of Fluentia Care is continuous dialogue based on monthly meetings, which enables transparent management of the service's content, quality, and development targets.
The service includes, among other things:
A key part of the Fluentia Care service is onboarding, which serves as both a start-up phase and a review of the system's status. During onboarding, we assess the level of documentation, information security, and monitoring, and record any development needs based on our observations in a backlog. Any critical deficiencies were corrected immediately to ensure a smooth transition to ongoing maintenance.
The basis for cooperation was an open and transparent operating model, in which Fluentia ensures the smooth running of the service through clear division of responsibilities, agreed processes, and proactive monitoring. Monthly workshops and meetings support continuous improvement and ensure that development areas progress systematically in accordance with SNOY's budget and priorities.
The mutual understanding of the current state of the system and its critical control points that emerged during the takeover created a strong foundation for long-term cooperation. As a result, Fluentia has sufficient visibility and control capabilities to provide high-quality, proactive maintenance and support for the development of SNOY's services.
"Working with Fluentia has given us a whole new level of confidence. We can clearly see what is happening in the system and when, and we always know who to contact. The quality of maintenance has clearly improved and communication is transparent," says Jari Puhakka, Chairman of the Board of Suomen Numeropalvelu Oy.
Suomen Numeropalvelu Oy (SNOY) maintains a nationwide subscriber database to which telecommunications operators submit telephone connection details and forwards the information to contact information service providers.
SNOY owns trademark 118 and manages the www.118.fi directory service, which is operated by either Konnektio Oy or Dynava Oy customer service representatives, depending on the caller's operator.
SNOY is owned by Fonecta Oy, Dynava Oy, and Finda Oy.
