Sofigate and DNA to build a new AI-driven service business together
The renewal of service management strengthens DNA’s capability to meet the demands of enterprise customers.
Sofigate and DNA have launched a multi-year strategic partnership to transform DNA’s service management and lay the foundation for a new type of service business for enterprise customers. The objective of the transformation programme is to move service management towards automated production and maintenance, enhance service delivery through artificial intelligence and automation, and reduce the number of incidents and service requests by an estimated 30 to 40 per cent over the next two years.
The collaboration forms part of DNA’s comprehensive renewal of its service management, strengthening its ability to meet the future requirements of enterprise customers as they digitalise their own operations. During the programme, service management will be clarified, operations streamlined and customer experience improved through the utilisation of AI agents.
Intelligent service model and service integration on the ServiceNow platform
The solution built on the ServiceNow platform is based on the open Business Technology Standard (www.btmalli.fi) and the Service Integration and Management (SIAM) model for multi-vendor environments. These enable the gradual automation of service management and operations. At the same time, an operating model is being developed to integrate artificial intelligence and AI agents into the core functions of service management.
“Our goal is a proactive, scalable and intelligently governed service model that supports efficient service delivery and high service quality. Our customers expect increasingly seamless and predictive services. This partnership enables us to build the capabilities that allow DNA to act as a frontrunner in its operating environment and to also offer these to our customers. Our reference point is global best practice in production and maintenance within the industry,” says Anna-Mari Ylihurula, Senior Vice President, Corporate Business at DNA.
The increase in automation is expected to significantly reduce the number of incidents and service requests. At the same time, the handling of remaining cases will become more efficient and service quality will improve.
Leading the transformation together
The programme is governed through a shared programme management model. This is not a traditional supplier and customer arrangement where one delivers and the other receives. Instead, it’s a joint transformation journey in which both the broad change itself and its leadership are carried out together by Sofigate and DNA.
The work is steered from a shared Transformation Cockpit, supporting agile progress, transparent decision-making and continuous value creation throughout the different phases of the programme.
“Change leadership is at the very heart of this collaboration. It reflects Sofigate’s way of driving transformation together with the customer, with people from both organisations building the overall solution side by side. We uniquely combine the execution of business change with its leadership, ensuring that the benefits are visible directly in DNA’s operations and ultimately in the service experience of their customers,” says Sami Karkkila, Chief Executive Officer at Sofigate.
Automation and AI at the core of service management
Automation and artificial intelligence are key drivers of development within the programme. Workflows will be harmonised and automated, while laying the foundation for an agent-based operating model in which AI becomes an integral part of day-to-day service management.
“This is a significant transformation programme in the execution of DNA’s strategy to be the most innovative renewer in the industry. The software-driven networks and new types of services of the future require autonomous and intelligent operations. Our objective is to move from reactive ways of working towards a proactive, scalable and intelligently governed service model. This supports both efficient service delivery and high service quality,” says Sari Leppänen, Chief Technology Officer at DNA.
“This is a significant transformation programme in the execution of DNA’s strategy to be the most innovative renewer in the industry. The software-driven networks and new types of services of the future require autonomous and intelligent operations. Our objective is to move from reactive ways of working towards a proactive, scalable and intelligently governed service model. This supports both efficient service delivery and high service quality,” says Sari Leppänen, Chief Technology Officer at DNA.
The development is expected to enhance efficiency in two ways. The total number of service requests and incidents is estimated to decrease by 30 to 40 per cent over a two-year timeframe, while the handling of remaining cases will become significantly more efficient. This will improve both service quality and the customer and employee experience.
The first phase of the multi-year transformation programme is currently under way, and the joint roadmap extends at least until the end of 2027.
As the partnership deepens, DNA will create the foundation for a new service business in which it can act as a service integrator in demanding multi-vendor environments. This is a long-term partnership focused on building competitive advantage and creating growth together.
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