Annina Salo builds smooth customer collaboration

At Laitila Coating, customer collaboration is a continuous dialogue built on anticipation and overall process control. Marketing Manager and Key Account Manager Annina Salo works at the heart of this as the link between the customer and production.

One Point of Contact – Clearer Collaboration

A key part of Annina’s role is ensuring that customer needs are fully understood and communicated directly to production. She is involved throughout the entire process, from quotations to deliveries, and when needed, also in handling claims.

With a single point of contact, communication remains clear and efficient. At the same time, the need for complex email chains and multiple meetings is reduced.

– The most important thing is that both parties share a common understanding of the order and its progress, Annina explains.

Anticipation That Shows to the Customer

At Laitila Coating, customer work is above all about anticipation. Potential challenges are identified in advance together with production so that customers can be informed in time.

Fast response to changes is a key part of daily operations. Schedule changes, urgent orders, or production-related challenges are handled collaboratively, openly, and transparently.

For the customer, this translates into reliability: things move forward as planned, and any changes are communicated proactively.

When Everything Is Managed as One Integrated Process

One of Laitila Coating’s key advantages is that design, manufacturing, surface treatment, and assembly are all managed centrally within one unit.

This brings clear benefits to customers:

shorter lead times
improved delivery reliability
faster response to changes
clear accountability for quality
fewer errors and claims

At the same time, unnecessary transport and overlapping work are avoided, making the overall solution more cost-efficient.

– When we control the entire process ourselves, we can offer consistent quality and a smooth overall experience, Annina says.

Customer Experience Makes the Difference

For Annina, the most important goal is that customers experience collaboration as easy and trustworthy.

One concrete example is a situation where a customer had an urgent delivery need. The order was actively monitored, production was prioritised, and the customer was kept continuously informed.

As a result, the delivery was completed on schedule, and the customer provided positive feedback.

– These kinds of situations describe our way of working well: open communication, proactive service, and a solution-orientated mindset.

Towards Even Smoother Customer Collaboration

Customer expectations continue to grow. In the future, fast response times, clear communication, and real-time visibility of order progress will become even more important.

Annina sees particular development potential in digital tools, such as real-time order tracking and enhanced digital communication channels.

At the same time, personalised service remains essential: customers value being heard and seeing their feedback translated into concrete improvements.

Work Where Success Is Visible

What motivates Annina most is the opportunity to help customers in their daily operations and solve their challenges.

– It’s rewarding to see that your work makes the customer’s operations easier and that everything runs smoothly from start to finish.

Positive customer feedback, successful projects, and interaction with different people make the work meaningful.

Part of the flow – more than surface.