By working sustainably we create material, energy and cost efficiency for our customers

Lassila & Tikanoja is a service company that is transforming the consumer society into an efficient recycling society by offering its customers material, energy and cost efficiency.
 
L&T’s business operations are divided into four divisions: Environmental Services, Industrial Services, Facility Services and Renewable Energy Sources.
 
We collect various material streams and direct them into the recycling process. We help our customers reduce waste and the consumption of raw materials and energy. We optimise the use of properties and provide renewable forest energy to power plants.

Material efficiency

At the current rate of consumption, the adequacy of critical raw materials is at risk. It is therefore increasingly important to use existing materials efficiently, as well as to replace virgin raw materials with secondary raw materials, waste and by-products. Material efficiency also plays a key role in curbing climate change.
 
L&T helps its customers optimise the consumption of raw materials, energy and water, as well as reduce the amount of waste and industrial side streams. Secondary raw materials and side streams processed by L&T are used to replace virgin natural resources and fossil fuels.
 
L&T supports its customers in their efforts to improve material efficiency by offering the full environmental management value chain, from the efficient sorting of waste at the point of origin and appropriate receptacles to the processing of recyclable raw materials and waste without compromising on the order of priority of waste management. In addition, we promote better care of forests and more efficient utilisation of wood materials.
 
Regular environmental reporting and monitoring allows us to identify each customer’s individual needs and the best solutions for them. Careful sorting of waste at the point of origin and purposeful environmental management enable our customers to achieve their environmental goals and reduce their costs.
 
By delivering high-energy, low-emission wood-based fuel to power plants, we advance the energy efficiency objectives of our customers as well as all of Finland.

Energy efficiency

Global warming is one of our most pressing challenges in the world today. It can be mitigated by reducing the consumption of energy. Our service solutions can significantly reduce the total operating costs of properties and increase their value.
 
L&T’s energy efficiency solutions are based on knowing where energy is consumed at properties, and taking action on problem areas. We help our customers make optimal use of their properties: we produce plans to increase the efficiency of the use of business premises and optimise technical systems without compromising on good working conditions.
 
By linking our customers’ properties to our energy management centre, we obtain up-to-date information to support our recommendations for improving energy efficiency.  In addition, our eco-trained maintenance personnel continuously make observations at properties related to energy conservation and carry out the necessary maintenance operations.

Cost efficiency

The continuous rise in costs undermines the public sector’s ability to meet its obligations and, in the private sector, it tends to reduce the competitiveness of businesses. It is therefore critical that we keep finding more effective ways to provide services and manufacture products.
 
L&T helps its customers improve their cost efficiency by offering solutions for controlling material, energy and labour costs. By outsourcing various support services to us, our customers can focus on their core business operations and key tasks, while also improving the efficiency of operations and reducing costs.
 
We survey each customer’s individual service needs and carefully prepare plans to determine the scope of support operations. This ensures that our customers have the right amount of competent professionals available to them. At the same time, our customers gain access to the latest tools and technologies in the industry.
 

MANY PEOPLE, ONE L&T

We prefer long-term business partnerships that help us learn how to improve the customisation of our services. We want to serve our customers as One Lassila & Tikanoja, offering all of our services to our customers through one contact person. These Customer Relations Officers communicate the wishes of customers to production and ideas from production to the customer. We encourage our employees to engage in close cooperation across service lines.

We are proactive in presenting ideas that, ideally, the customer simply needs to give approval for. This requires regular meetings and identifying customers’ changing needs. When the customer only needs to be present, we know we have succeeded.

Good customer experience correlates with profits, employee satisfaction and occupational safety. The Net Promoter Score (NPS) quantifies the customer experience by, for example, indicating what percentage of our customers would recommend us to others. The use of NPS has strengthened our view that customers want us to be active in communications and apply a development-oriented approach. 

We have chosen the development of the customer experience as one of our key themes for 201, and this eill show as increasingly better service and smoother cooperation with partners. We will focus on active management of customer feedback, pay attention to accessibility and improve our operations during transitions.