Beyond the order: how customer service creates value for containerboard customers
Containerboard customers depend on reliable deliveries, clear information and fast support to keep complex production and supply chains running smoothly.
At Stora Enso, Customer Service connects sales, planning, logistics, production and technical expertise to help customers manage that complexity.
“Our role is to make things simple for the customer, even when the situation itself is complex,” says Lea Myllys, VP Supply Chain, Business Area Containerboard.
“Customers value reliability and transparency. They need clear communication, timely information and confidence that someone is taking ownership when questions or challenges arise.”
Connecting customers with the right expertise
Customer Service supports much more than order administration. Teams help customers with questions involving product specifications, logistics solutions, documentation and sustainability requirements.
By working across functions, they connect customers with the right expertise and help coordinate the response from initial question through to resolution.
This collaborative approach is reflected in customer feedback gathered through Stora Enso’s customer surveys.
Customers highlight responsive communication, timely information and the ability to collaborate on technical and business challenges.
“Technical and business expertise, joint collaboration in product development and application of ideal solutions.”
"Efficient communication regarding production deadlines and order processing."
Stora Enso customer survey comments 2026
Customer outcomes:
- fewer disruptions
- greater visibility
- faster problem resolution
- confidence in supply
- easier access to expertise
Proactivity is central to how we work
Customer Service teams continuously monitor orders, deliveries, inventory levels and potential deviations. This visibility helps teams identify emerging risks, coordinate action and communicate with customers early.
“Success for us is when a potential issue never becomes a problem for the customer,” says Karolina Kozikowska, Global Accounts Team Leader, Customer Service, Business Area Containerboard.
Automation, AI and other digital tools increasingly support this work by simplifying routine tasks and improving access to information. This allows teams to spend more time on customer dialogue, proactive follow-up and complex problem-solving.
Creating value beyond the product
Reliable customer service brings together operational expertise, cross-functional collaboration and personal ownership.
For customers, this means clearer information, easier access to expertise and greater confidence that challenges will be addressed quickly and transparently.
