Industrial Future Summit - Stockholm 15 October 2024

Opportunity

Part of the bioeconomy, Stora Enso is a leading provider of renewable solutions in packaging, biomaterials, wooden constructions and paper globally. Stora Enso’s Paper division provides best-in-class paper solutions for print media and office use. The wide selection covers papers made from virgin wood and recycled fibres. Our main customer groups include publishers, retailers, printing houses, merchants, converters, and office suppliers. 

Stora Enso is interested in finding digital solutions that would improve the current ways of delivering technical customer services remotely. 

Theme Description

We look for new ideas to make remote technical customer services easily available and more collaborative externally and internally. It’s important for us to be able to deliver technical “know-how” to different converters and end customer segments without having the service team nearby. We want to serve customers instantly by leveraging the technical customer service team’s full “know-how”, even if the customer and the team collaborate remotely. Our customers should be able to feel the closeness of the service team without being nearby.

Opportunity Overview

Printers and converters face problems with machinery and materials from time to time often not realizing the root cause.

Paper products are often blamed in the first instance and it is time critical to confirm or to point into the right direction. Nowadays in many cases an experienced technical service manager has to go onsite to help to solve the problem. 

Sometimes a technician is not available, already busy with other cases or cannot get to remote locations in time. This will cause unnecessary delays and production losses.

Do you have solutions for improving remote service team and customer collaboration so that our customers will get best possible support instantly without having certain service technician or expert nearby?

Examples we're looking for

Support through colleagues

“Non-technical people solving complex problems onsite”

Colleagues with different background e.g. from sales could visit the printer and get support remotely from an experienced technician.

Do you have solutions for making service team’s know-how easily available for everyone collaborating with the customer?

Printer helpline

“Printer could get professional support easily and instantly”

The printer could use a helpline, webcam, software etc. to get support remotely from an experienced technician.

Do you have solutions for making service team’s know-how easily available for the printer?

Service team collaboration

“Service team’s full know-how is easily utilized by all team members”

Even experienced technicians are not familiar with every converting process and could get remotely a second opinion or have a dialogue with another technical service manager or someone in a production unit/paper mil

Do you have solutions for taking team collaboration and know-how sharing to the next level?

Part of the global bioeconomy, Stora Enso is a leading provider of renewable products in packaging, biomaterials, and wooden construction and one of the largest private forest owners in the world. We believe that everything that is made from fossil-based materials today can be made from a tree tomorrow.
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