YIT Web Service Development
YIT is the largest construction company in Finland. Our task was to develop a web service tailored for YIT customers in specific regions.
We began the project by analyzing the company’s existing services.
We focused on addressing weaker aspects of the existing services to improve communication between YIT and its clients. While the current client service offers several advantages, we identified areas where YIT could elevate customer engagement by providing more post-sale support, understanding individual needs better, and offering additional services—without bureaucratic terms and delays.
YIT’s Goals:
- Increase upselling opportunities, including additional apartments, parking spaces, and storage rooms.
- Ensure timely payments.
- Provide up-to-date information on construction progress to reduce incoming inquiries.
- Enhance customer satisfaction, giving clients fewer reasons for concern.
- Automate processes wherever possible.
Key Tasks for the YIT Web Service:
- Gather information on residents’ needs and offer in-demand services such as water tap repairs, window box replacements, and apartment maintenance.
- Provide comprehensive customer services, including meter readings, payment receipts, billing history, apartment documents, and a support chat with an operator.
- Monitor the appearance of facades and front doors.
These were the tasks we needed to address with our solution.
Collaborating with YIT developers, we identified key functions for the web service, designed to serve two user groups: customers and residents.
For Customers The interface provides live streams from the construction site, company news, and an interactive calendar to address potential questions from future owners. Their personal account also includes an installment payment schedule.For Residents Residents can conveniently order and pay for additional services, view neighborhood news, and contact any member of the maintenance team—from accountants to engineers. All essential documents are easily accessible, including contracts, meeting summaries, and technical documentation. Residents can also manage meter readings, track expiration dates, and schedule a technician if needed.
We envision the YIT web service as a personable concierge with a good sense of humor and a straightforward approach. He’s always honest, ready with solutions to any problem, and quick to offer a helping hand—like handing you an umbrella when you need it.
We continue to improve the service post-launch, with updates scheduled in two-week sprints. Our team handles version testing, manages new releases, and stays in constant communication with the company’s service staff, including accountants, bank system support, YIT developers, future owners, and residents. This allows us to gather regular feedback from all user groups.
Analytics data is sourced from Google Analytics, website databases, and Power BI reports, which we use to build and test hypotheses and set priorities for development planning.
We continue to work on the service even after the launch — all the updates were set up in two-week sprints. Our team manages version testing, new releases and is constantly in touch with the company’s service staff members: accountants, bank system support team, YIT developers, future owners, and residents. We receive regular feedback from all user groups.
The data for analytics comes from GA and website databases as well as Power BI reports. We use it to build and test hypotheses, set priorities in development planning.
The website launched in July 2017, and we continued to support and develop the project until 2022.
Client's feedback
NMX has excellent business analysts who successfully transformed our ideas into actionable project decisions. The entire development process went smoothly, resulting in a highly functional and modern customer interface.