At Wipak, we are continuously looking for ways to make it easier to do business with us. That commitment is at the heart of Horizon 2030, our strategy focused on creating a more customer centric, harmonised and digitally enabled future.

As part of this journey, we are introducing a new order processing system across our organisation. The system went live on 1 July 2026 and is designed to improve how orders are received, managed and processed, helping us deliver an even more consistent and reliable customer experience.

For our customers, the most visible change is simple. Orders and order related enquiries should now be sent to a dedicated order email address. Behind the scenes, however, significant work has been taking place to create a more connected and efficient way of managing customer interactions.

Built Around Customer Centricity

The introduction of the new system is not just a technology upgrade. It is a step towards delivering a more harmonised customer experience across Wipak.

“This is part of our Horizon 2030 strategy,” says Saija Lepistö, Customer Service Manager at Wipak Oy. “We want to create a harmonised customer experience with harmonised processes while making Wipak easy to deal with. For customers, having one central contact point makes communication simpler and more straightforward.”

Previously, order related information was often managed through individual email accounts. While this worked well, it could create challenges when colleagues were away or when information needed to be shared across teams. The new platform brings everything together in one place, making order management more transparent and secure across the organisation.

The Same People, Enhanced by Better Processes

While the process is changing, one important aspect remains exactly the same: the personal relationships our customers value.

“We want customers to know that the dedicated people they work with are not changing,” says Lepistö. “Even though orders are now managed through a common address, there is still a familiar person behind the process who understands that customer’s business and continues to support them.”

This combination of continuity and improved processes is a key part of the system’s design. Customers gain the reassurance of a shared platform while retaining the personalised service they know and trust.

A Year of Preparation Behind the Scenes

The implementation has been the result of more than a year of planning, piloting, testing and training across Wipak. Teams have worked closely together to ensure a smooth transition and minimise disruption for customers.

“There has been a huge amount of work behind the scenes,” explains Karo Aarnio-Wihuri, Solution Lead, Customer Experience. “We have spent hundreds of hours testing, configuring and refining the system. In fact, many of our teams have already been using parts of the process for nearly a year to ensure we were fully prepared for go live.”

Today, a significant portion of orders are already being processed through the platform, providing valuable experience and confidence ahead of wider adoption.

Creating More Time for What Matters Most

One of the most exciting aspects of the new system is its ability to automate routine administrative tasks. By reducing manual work, our customer service teams can spend more time focusing on customers and providing proactive support.

“The goal is not to replace people,” says Aarnio-Wihuri. “The goal is to help our teams work more efficiently. When routine tasks are handled more effectively, our customer service teams can dedicate more time to supporting customers, solving challenges and creating value.”

The platform also improves visibility across teams, ensuring orders are easier to track and that information is available whenever it is needed. As a result, customers can benefit from smoother handling and greater continuity, regardless of location or team availability.

Looking Ahead

For Wipak, this new order processing system is another important milestone on our Horizon 2030 journey. It supports our ambition to create harmonised processes across our organisation while continuing to strengthen the customer experience.

“This is one step towards more digitalised and harmonised ways of working,” says Lepistö. “Ultimately, it helps us focus even more on serving our customers.”

As we move forward, our commitment remains unchanged: making it easier to work with Wipak while providing the trusted, personal support our customers expect.

From 1 July 2026, customers are encouraged to send all order related emails to our dedicated order email address. Our teams are ready to support the transition and ensure a smooth experience every step of the way.

Wiicare customers will also be moving to a new dedicated order email address. Please refer to the information available here for details and guidance on the change.