The market for used devices continues to grow in Finland and globally. Buying a used device has become far more attractive and reasonable than just a few years ago. Telia’s consumer and business customers have a significant number of devices that have reached the end of their first lifecycle. Recycling these devices is now highly profitable both financially and environmentally.
Article summary:
Telia operates in Finland, the Nordics and the Baltics. The company stands out by offering advanced circular economy services for devices to both consumer and business customers.
In collaboration with Posti, Telia has built a closed loop model for returning mobile and IT devices.
Posti is responsible for the entire physical process from pickup to secure handling and resale.
The solution supports Telia’s sustainability targets and delivers measurable business benefits.
Consumers receive a considerable credit through Telia’s recycling benefit when they trade in an old device while purchasing a new one. Business devices, on the other hand, are increasingly acquired through a Device as a Service (DaaS) model. In this model, devices such as phones and computers remain in use for the duration of a service agreement. When the agreement ends or the device is replaced, it is returned to the service provider.
The return and processing flow must continuously evolve to meet the growing demand in the secondary device market. The number of devices in use is enormous, return volumes vary, and data security requirements are strict. Without an effective model, devices easily fall outside internal circulation, leading to losses both economically and from a sustainability perspective.
A secure and transparent model
The collaboration between Posti and Telia addresses this challenge. Together they have built a model that covers all stages of device handling, from pickup to reuse.
After a precise and data secure‑secure process, the devices are sold as Telia Recycled devices.
“Our aim is to make the return process as smooth and transparent as possible for business customers. Telia guarantees the quality for the buyer of a used device. Reliability is the foundation of everything,” says Klaus-Emil Pakalén, Telia’s device services for business customers.
Circular economy is a key part of Telia’s strategy. Building these operational models has required strong cross border cooperation between stakeholders. Posti plays a central role‑border cooperation between stakeholders. Posti plays a central role in Telia’s success.
A collaboration built together
The cooperation with Posti began with a pilot a few years ago. It quickly became clear that device returns and further processing offered far more opportunities than previously utilized.
“With this collaboration, we have been able to develop a model that creates genuine added value for us and our customers,” describes Pakalén.
Telia defines the business logic, customer experience and rules, while Posti executes the entire physical process from logistics to device handling. The model has been developed closely together and adapted flexibly to Telia’s needs.
“We built this together from the start, learning as we went. Telia’s business requirements guided us, and through the pilot we were able to scale the model quickly,” says Ilari Puputti, Account Manager for Circular Economy Solutions at Posti.
The model has expanded beyond Finland. Posti manages device returns and processing for Telia both in Finland and Estonia, and the model has been designed from the beginning to be replicated in other markets. Shared processes, clear responsibilities and unified data security and reporting practices make it possible to implement the model as Telia expands to new countries.
How the process works in practice
When a business customer’s service agreement for a device ends, returning the device is made as easy as possible. The customer receives instructions and, when needed, reusable return materials. Posti handles pickups both in Finland and internationally.
At Posti’s processing center, devices are:
registered as received
securely wiped of data
diagnosed, condition‑graded and recorded in the customer’s device register
cleaned, refurbished and repaired when needed
packaged and delivered to Telia’s sales channels
Return volumes vary significantly, and the process cannot be dimensioned precisely in advance. This is why scalability and operational simplicity for Telia are central to the model.
“When device return volumes cannot be predicted accurately, you need a model that scales. Our role is to connect the entire logistics chain and turn fixed costs into a flexible service that supports the business,” Puputti explains.
Security and sustainability go hand in hand
Data security is an absolute requirement in business device handling. Each device can be tracked throughout the process from pickup to final handling, and data erasure is performed using certified methods within strict timeframes. The reporting requirements are high, and customers can receive clear documentation of every phase.
“This gives business customers peace of mind. Those responsible for information security know that devices have been processed correctly and verifiably,” says Pakalén.
From a sustainability perspective, the model directly supports Telia’s climate targets.
“Most emissions from electronics occur during manufacturing. Extending a device’s lifecycle avoids the need for new production and saves significant emissions and rare raw materials. Demand for recycled devices has also increased. Through this model we meet both consumer and business needs,” says Martina Lilius, Telia’s Sustainability Director.
At the same time, the model offers companies concrete and measurable ways to reduce the climate impact of their IT purchases as part of their sustainability reporting.
Results visible in the business
The collaboration has made device returns more predictable and manageable for Telia. Devices return to processing faster, throughput has improved, and a growing share is reintroduced into Telia’s sales channels.
“We set ambitious targets, and they exceeded many times. The efficiency of the process is shown by the fact that some devices can even reach a third lifecycle through us. For example, companies acquire used devices for summer employees through the Device as a Service model,” says Pakalén.
The enhanced process also improves customer experience. Business customers receive a clear and secure return path, and Telia can offer recycled, warranty covered devices more widely and reliably‑covered devices more widely and reliably.
Looking ahead
The importance of used devices will continue to grow. New device prices are under pressure due to component availability challenges. Both businesses and consumers seek high quality‑quality but more affordable options.
The market is also maturing: used devices are increasingly expected to offer the same reliability, data security and warranty as new ones. Circular economy is no longer only a sustainability choice but also a way to control costs and secure supply chains.
“We see enormous potential in circular economy. This is not only a sustainability matter but a key factor for business continuity and resilience,” Lilius says.
Telia aims to stay at the forefront of development, and Posti supports this by offering a scalable, secure and comprehensive logistics solution for business customers.