Tampere’s Särkänniemi is a tourism company owned by the City of Tampere, established in 1966. Särkänniemi is a platform for joy and experiences, Finland’s most versatile travel destination, and the biggest attraction in Tampere’s tourism scene. The Särkänniemi experience currently includes an amusement park, an aquarium, the Näsinneula observation tower, a planetarium, Koiramäki Animal Farm, and one of Finland’s top restaurants, Restaurant Näsinneula.
We sat down with Heikki Ihanamäki, the Sales and Marketing Director of Särkänniemi, to discuss his experience as a Leadoo partner after the first full year of collaboration.
The Partnership’s Customer Experience Has Exceeded High Expectations
Collaboration with Leadoo began in early 2024. From the start, the cooperation has been smooth and effortless. The process has been clear, structured, and professional, which has also made the entire Särkänniemi team’s role in this partnership easier.
Initially, we thought that using Leadoo would require a lot of time and resources, despite the emphasis during the sales process on efficiency and allowing the customer to truly enjoy being in the customer’s position. However, it has been a pleasure to see that everything was made incredibly easy for us during the structured onboarding process – and this ease has continued in our daily operations.
We started designing solutions by utilizing Leadoo’s traditional conversion tools (InpageBot, ChatBot, VisualBot), and in the next phase, we will implement the AI-powered Leadoo AI.
Reducing the Customer Service Team’s Workload and Enhancing Online Customer Experience
At first, we implemented Leadoo to improve customer service and customer experience. Our goal was to reduce the workload of our customer service team and enhance the customer experience on our website.
With Leadoo, questions from the website are now better structured, and the need for follow-up inquiries has significantly decreased. This has directly reduced our customer service workload and improved operational efficiency.
As originally planned, we have now also expanded the use of Leadoo to support our B2B sales – specifically for lead generation and qualification. This process is still ongoing, but we are excited to see the results.
The Results Have Been Outstanding
Frequently Asked Questions (FAQ) topics placed a significant strain on our customer service team. While the information was available on our website, people couldn’t find it easily – and calling or emailing felt like the most natural way for them to resolve their issues. We were not fully succeeding in helping our customers help themselves online.
Since launching our partnership with Leadoo, over 250,000 people have interacted with our customer service tools regarding topics such as rides, ticketing, arrival, and parking.
During the amusement park season, over 25,000 visitors initiated a customer service dialogue with the tool, and only 70 of them – just 0.3% – felt they did not receive a resolution and requested further contact from our customer service team.
As another example, in our online store, around 75,000 visitors used the customer service tool last season, with 10,500 initiating a conversation. Of those who started a conversation, only about 1.2% were redirected to our customer service team. The remaining 98.8% of visitor inquiries were handled in a consistent and automated manner.
From an operational perspective, this is an incredible efficiency ratio.
This Partnership Is Truly Worth the Investment – We Highly Recommend It!
– Heikki Ihanamäki, Sales and Marketing Director, Särkänniemi
