One customer service. Six business areas.
Electricity, water, district heat, real estate, fiber, circular economy — all under one roof, each in its own system. Horizon brings them onto one desktop so the agent sees everything at once.
A group's customer doesn't know which company sent their invoice.
They know an invoice arrived — and with it a question. They don't care whether it's electricity transmission, water or district heat. They want an explanation, and they want it now.
For your agent it matters a great deal. Different businesses, different systems, different logic. One call requires opening two or three systems, and the answer takes time.
Horizon doesn't replace your existing systems — it unifies them.
The electricity ERP, the district-heat CRM, the water metering database. They all open as tabs in the Horizon view when the customer is identified. That means two things.
No big systems overhaul.
Your current systems stay in use. Horizon connects to them via the Horizon Script software robot, straight in the browser — without a heavy integration project. You don't start a year-long IT programme just to make support more efficient.
The agent doesn't switch between systems.
One view. Every channel — voice, email, chat, social, web form, SMS. All back-end systems as tabs. The whole customer history before the greeting.
The agent sees the whole picture at first glance.
A customer calls to ask about an electricity bill. The agent also sees that the district-heat contract renews in a month, and the water meter is unread. One call — three things to resolve.
- Horizon Script brings current browser systems in as tabs
- The agent gets context without a window jungle
- No forced migration — back-ends stay as they are
Who it's built for.
Horizon is built for organizations whose support team moves between several back-end systems every day. The industry changes — the logic doesn't.
A Lapland group with eight business areas.
Napapiirin Energia ja Vesi (Neve) is a Lapland multi-business group whose service range includes electricity transmission, water, district heat, infrastructure services, a fiber network, e-mobility services, digital services and circular-economy products.
"Customer service has become more efficient now that customer data, quotes, orders, work status and billing live in the same system and are at the sales team's fingertips during a service call."