Vitec Avoine is Finland’s leading software company for agile membership registers, websites, mobile applications and other online services that facilitate daily work for organizations. They have a particular focus on non-profit organizations and local sports clubs. The business is split into two parts: larger, customized systems for national associations, and the ready-made standard product, Sense, which can be put to use directly via the company’s website and is used by local associations throughout Finland.
Our strategy for product development and innovation is based on real needs, clear business value and long-term value creation. Through close customer dialogues, cutting-edge technical expertise and a structured yet agile approach, we turn visions and investments into concrete, everyday solutions. A particular focus area is how to use AI in a safe, reliable and practical way in order to simplify, streamline and strengthen our customers’ competitiveness.
The following case illustrate how these principles are applied in practice in different industries and business contexts. The examples demonstrate how our companies combine customer insights, technical innovation and responsible development to create measurable effects – from better user experiences and improved efficiency to new business models and stronger societal benefit.
Customers are often volunteers with limited IT experience. This places high demands on simplicity, clarity and accessible support. AI has become an important tool both for improving the customer experience and streamlining internal activities. One clearly customer-focused application is AI-based content generation in the website builder. Many associations find it challenging and time-consuming to formulate clear and engaging texts, for example for events.
Based on simple, basic information, such as time, place and name, AI can help the customer create a more engaging and appealing text. This function has been included in the product for about a year and customers use it regularly.
Annika Salmi, Product Line Manager at Vitec Avoine
Annika Salmi, Product Line Manager at Vitec Avoine
To ensure secure use of the platform, AI is also used for spam and fraud detection. Because the service can be activated directly and used to send emails, invoices and text messages, there have been attempts to abuse the system for phishing or other malicious purposes. AI analyzes the content of messages and can block accounts in which suspicious activity is detected. This protects both the company and customers, while the business model – where mailings are often transaction-based – makes misuse less attractive.
The latest addition is an AI-based customer support assistant, which was recently launched. The chatbot is trained in the product’s guides and instructions and can answer common questions, such as how to create a new page or send out a mailing. This serves as a complement to personalized support, not as a replacement, and enables customers to get help around the clock – which is especially valuable as many customers carry out volunteer work during evenings and weekends. In addition to customer-focused functions, AI is used internally in work with development and support. In product development, AI is used for prototypes and idea work, which has contributed to faster iterations and higher quality in the development process.
In customer support at Vitec Avoine, AI is used as support for formulating responses and interpreting customer cases. Because customers often describe problems in their own words and without technical precision, AI helps to bridge the communication gap and ensure relevant and understandable responses. This reduces manual interventions and improves both response time and response quality.
The biggest benefit of AI is the combination of higher quality, faster service and freed-up time. By automating recurring and time-consuming steps, the organization can focus on further development of the product, new functions and better guides and training initiatives.
AI is not used as an ultimate goal, but as a practical tool for simplifying use, strengthening the customer experience and creating a more scalable business. As AI tools develop, the company continues to evaluate new areas of use – both customer-focused and internally – with the aim of making it easier for non-profit organizations to succeed with their digital work.
Effects
Strengthened customer experience
Better scalability
Higher quality
Faster service
More freed-up time for development
Increased security: reduces the risk of misuse and provides safer communications
This article was originally published in Vitec's Annual report 2025
