With HubSpot, modern operational models support customer service journeys.

With Sociala's platform concept, platform economy and digitalization ensure the vitality of social and healthcare organizations.

Suomessa on yli tuhat sote- ja työllisyyspalveluita tuottavia järjestöjä, joiden tavoitteena on voiton maksimoinnin sijasta maksimoida palveluiden laatu asiakaslähtöisellä toiminnan kehittämisellä. Järjestöt ja yhteiskunnalliset yritykset ovat voittoa jakamattomia ja ja mahdollinen ylijäämä suunnataan toiminnan kehittämiseen. Palveluita tuottavat järjestöt ja yhteiskunnalliset yritykset eivät saa valtionapua, kuten yleishyödylliset yhdistykset. Niille on kuitenkin yhtälailla tärkeää, että asiakkaat ovat aktiivisesti mukana palveluiden kehittämisessä ja päätöksenteossa. Järjestöillä on palveluidensa taustalla vahvat arvot ja merkityksellisyys. 

Jotta järjestöjen valtava potentiaali sote-alalla pystyttäisiin hyödyntämään, Sociala rakentaa alustoja, joiden avulla järjestöjen näkyvyys palveluntuottajina paranee ja yhteiskehittäminen tehostuu. Sociala toimii järjestöjen ja tilaajien välissä palveluintegraattorina ja järjestöjen palveluntuotannon mahdollistajana muttei itse suoraan tuota sote-palveluita.

Tampereen kaupungin Kotitori on yli kymmenen vuotta pystyssä ollut monituottajuuteen pohjautuva kumppanuusmalli. Se yhdistää julkisen, yksityisen ja kolmannen sektorin palvelut yksittäisen asiakkaan ja palvelun järjestäjän tueksi. Kun Socialan konsepti alustatalouden hyödyntämisestä järjestöjen elinvoimaisuuden lisäämiseksi valittiin Kotitorin uudeksi toimintamalliksi, kiire toteutukselle oli kova. Socialan toimitusjohtaja Hanna Hauta-aho kertoo, että digitaalisen kumppanin löytäminen tuntui aluksi haastavalta: 

In Finland, there are over a thousand organizations providing social and employment services, aiming to maximize the quality of their services through customer-centric development rather than profit maximization. These organizations and social enterprises are non-profit, and any surplus is reinvested into service development. Unlike public utility associations, they do not receive state funding. However, it is equally important for them that clients are actively involved in service development and decision-making. The organizations operate with strong values and significance behind their services.

To leverage the vast potential of these organizations in the social sector, Sociala builds platforms that enhance the visibility of organizations as service providers and improve co-development. Sociala acts as a service integrator and enabler for these organizations, facilitating service production but not directly providing social services itself.

The Kotitori of the City of Tampere is a partnership model based on multi-provider services that has been operational for over ten years. It combines public, private, and third-sector services to support individual clients and service providers. When Sociala’s platform economy concept was selected as the new operational model for Kotitori, there was a strong urgency to implement it. Sociala’s CEO, Hanna Hauta-aho, shares that finding a digital partner initially seemed challenging:

"We learned in the second week of June that we had won the public competition for Kotitori, and by September, the new platform service had to be fully operational with all its functionalities. Earlier in the spring, we had implemented the first version of the Shared Good platform, which we had developed with clients, organizations, and another technology partner. We had a well-refined idea and understanding of what we wanted to achieve, but how to bring it into practice was still a complete mystery to us. Additionally, the timing in mid-summer presented its own challenges for the technology partner competition."

Roger Studio took on Sociala's challenge and assembled a five-member team for the project. The collaboration began with digital service design, where new operational processes were modeled together with the client and the best way to implement them in a digital environment was planned. Once the service processes were outlined to best serve the City of Tampere, service providers, end clients, and Sociala, they were implemented in HubSpot. The concept development greatly benefited from over ten service descriptions provided by the City of Tampere, which outlined the requirements and criteria for the services.

The processes for Tampere’s Kotitori were fully digitalized in just seven weeks thanks to excellent collaboration

The deadline for the customer processes and their digital implementation based on service descriptions was just seven weeks from the start of the project, requiring the digital partner to have strong pressure resistance, professionalism, and flexibility.

HubSpot's versatile functionalities can also be harnessed for non-commercial purposes.

Roger Studio chose HubSpot for Kotitori's digitalization due to its excellent configurability and versatile features. They implemented HubSpot Marketing Hub Pro, Sales Hub Enterprise, Service Hub Pro, and CMS Hub Pro.

Although HubSpot is often seen primarily as a commercial tool, it has proven to be highly adaptable for the public and third sectors as well. Kotitori’s systems handle sensitive information about vulnerable clients, and the management and storage of this data are governed by stringent regulations. HubSpot meets crucial criteria for data storage within the EU and compliance with GDPR. This highlights HubSpot's capability to serve purposes beyond just sales and marketing.

“We built a ticket management system, reporting tools for customer and advisory services, and Kotitori’s website using HubSpot tools within seven weeks. Additionally, HubSpot now contains all of Kotitori’s contacts, including detailed information on 70 rented caregivers, such as their areas of expertise, medication certifications, and Pegasos client information system IDs,” says the project management team at Roger Studio.

The development team faced challenges with the technical implementation of order and shift management for caregiver leasing, managed by Sociala. To maintain a user-friendly experience for the labor dispatch process, developer Ilya Nizev built a separate, integrated web application in HubSpot instead of using its standard tools.

“Through HubSpot’s API interfaces, it’s easy to utilize all the information stored in HubSpot. Additionally, they are well-documented, making them a pleasure to work with. Integrating a separate web application with HubSpot was the best solution for the needs of caregiver rental management. It’s great to see how our application supports Sociala in their daily operations."

In HubSpot CRM, the processes were also shaped and built by Roger Studio's HubSpot expert, Aleksiina Lindroos, who joined the project during her first week at Roger Studio:

“Utilizing HubSpot for non-commercial purposes was also new to me. Through this project, I gained a better understanding of how, by combining HubSpot’s various functionalities and leveraging workflows, HubSpot can be adapted in countless ways to meet the needs of the third sector, for example. Of course, it has been challenging that ready-made best practice models are not always available for every situation. However, through close collaboration with the client and with the support of the Roger Studio team, suitable solution models have been found efficiently”

Additionally, HubSpot’s reporting tools were used to create a comprehensive reporting system that supports Sociala’s operational activities and quality monitoring. In a very short time, there has been a complete turnaround from manually processing data stored in separate files to more modern operational models. Systematically collecting high-quality data in one place now also enables its use in service development..