Why?

Current mega trends are pushing companies to become more agile, data centric and customer experienced obsessed.

Delivering outstanding CX has become inevitable.

Our holistic approach to CX is unlocking business value.

How

  • How?

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    Regardless if we deal with technology or business, we usually work on products or services that are made for humans. That’s a tricky thing, because humans are fuzzy by nature. Hopes, fears, expectations, worries, shortcomings, talents and opinions are some of the many soft factors, also known as “user requirements”.

    The obvious secret to build successful products and services is to align business, technology and human needs. Only by gaining insight into business goals, technical requirements and customer needs, we have the recipe for creating a successful product that is technically feasible, economically viable and personally desirable. Our holistic way of working ensures that all efforts are based on facts rather than assumptions and not disconnected. As a result, we can guarantee a return of investment for building outstanding CX that unlocks value and boosts your business.

What

  • What?

    The holistic approach to CEM understands the big picture and CEM landscape while developing different end-to-end solutions. Design thinking together with ability to utilise and collect data takes company's CX to totally new level, while ensuring also business value creation.

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Insights

Blog
Blog
News
Tieto to deliver Kalmar’s new global eCommerce solution
kalmar_280.jpg
Tieto partners with Kalmar to provide better user experience with B2B eCommerce platform
Tieto to deliver Kalmar’s new global eCommerce solution
Tieto has been chosen as Kalmar’s partner to expand and enhance its future B2B eCommerce platform. The new solution from Tieto forms an integrated selling platform for Kalmar with better collaboration and enhanced user experience for customers worldwide. With this implementation, Kalmar seeks to increase their online sales and reduce sales administration.

Cargo handling solutions and services provider Kalmar, part of Cargotec, has chosen Tieto as its partner in realising a worldwide spare parts eCommerce and service portal. The new solution is built with SAP Hybris technology and it will replace Kalmar’s current eCommerce system.

- This tool is for our customers. They will be provided with a modern, user-friendly experience and an access to well targeted and relevant content to further improve their operational efficiency. The new tool will boost our digital transformation and future online sales. We are confident with the choice of Tieto, as they have a wide experience in digital commerce and a deep knowledge of the SAP Hybris platform, says Seppo Heino, Vice President, Parts and Logistics at Kalmar.

The SAP Hybris eCommerce platform will be integrated into Kalmar’s enterprise resource planning and background systems provided by companies such as SalesForce.

- This is a natural continuation of our long partnership with Kalmar. As a part of Tieto’s Industrial Experience offering, we can help Kalmar in a wider sense in the development and management of the digital customer experience. The manufacturing industry and digitizing the customer experience in a B2B context for online stores are important for us, and our aim is also to grow in these areas. This cooperation will enhance our reputation as the leading operator in the field, says Jaakko Hartikainen, Head of Customer Experience Management, Tieto.

The product range of Tieto covers, in addition to the realisation of eCommerce, field service tools, mobile services, analytics, customer and product information management, as well as customer service, tools, both integrated and as whole concepts.

Tieto’s Industrial Experience (https://www.tieto.com/industries/manufacturing/tieto-industrial-experience) solutions offer an all-encompassing approach to the digitalisation of the customer journey for B2B companies. Combined with the multi-channel digital commerce solution experience of Smilehouse (https://www.tieto.com/news/tieto-acquires-smilehouse-drives-customer-exp...), acquired by Tieto in December 2015, Tieto is able to offer comprehensive tools for managing the digital customer experience.

For further information:

Jaakko Hartikainen
Head of Customer Experience Management, Tieto
+358443500445

Kalmar provides cargo handling solutions and services to ports, terminals, distribution centres and heavy industry. We are the industry forerunner in terminal automation and energy-efficient container handling, with one in four container moves around the globe being handled by a Kalmar solution. We improve the efficiency of your every move through our extensive product portfolio, global service network and solutions for seamless integration of terminal processes. www.kalmarglobal.com

Kalmar is part of Cargotec. Cargotec's (Nasdaq Helsinki: CGCBV) sales in 2015 totalled over EUR 3.7 billion and it employs over 11,000 people. www.cargotec.com

Tieto aims to capture the significant opportunities of the data-driven world and turn them into lifelong value for people, business and society. We aim to be customers’ first choice for business renewal by combining our software and services capabilities with a strong drive for co-innovation and ecosystems. www.tieto.com

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Customers

Our services cover the full customer journey, enabling a seamlessly rewarding customer experience from vision to value.

News
Indiska boosts e-commerce offerings with new customer experience management solution from Tieto
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More personalized offers and service when Indiska launches their new online shop
Indiska boosts e-commerce offerings with new customer experience management solution from Tieto
Indiska, a Swedish retailer offering a lifestyle concept through self-designed fashion and home interior products, has boosted its e-commerce presence with a new Indiska.com online shop built by Tieto powered by SAP Hybris. The new e-commerce solution improves the online offering with an easy-to-use mobile shopping experience, a faster site performance, and a re-designed check-out, to name a few. This is the next step in Indiska’s Digital journey.

The new site is a major step in Indiska's efforts to give customers a better and more adaptive online experience that keeps pace with the increased digitalization of the retail industry. The new site will also enable Indiska to provide their customers with more personalized offers and service.

- E-commerce is evolving and changing the roles of both the traditional physical store and online shopping. Today's customers want the same experience from every channel, including mobile. With our new site we are taking a step toward becoming a strong Omni-Commerce player, says Niclas Hemminger, CDO & Head of Ecommerce at Indiska.

The site includes a completely new design that provides the same online shopping experience for customer both on the web and on the mobile.

- Offering a great mobile experience is critical to staying relevant with our customers as more than half of the traffic comes from the mobile channel and we want to make it easy to both browse and checkout. With the new solution, we believe we have taken a huge leap forward, says Niclas Hemminger.

The new Indiska.com online shop is built by Tieto. The platform upgrade is powered by a newer version of SAP Hybris that better meets the demands of E-commerce 3.0 and the retailer's increased focus on Customer Experience Management (CEM).

Tieto strengthened its position as one of the leading Nordic players in digital CEM with last year's acquisition of Smilehouse, the largest Finnish solution provider of Omni-channel commerce. Smilehouse is one of the most experienced SAP Hybris providers in the Nordics, and the cooperation with Indiska highlights the continued growth of the Tieto Retail Experience concept within the Swedish market.

- This project shows how the combination of Smilehouse’s expertise within high-volume eCommerce and our market-leading CEM solutions can enable retailers to take their online sites to the next level. We look forward to building a long-term partnership with Indiska and continuing to develop their strategy for improving the digital shopping experience, says Jaakko Hartikainen, Director, Customer Experience Management at Tieto.

For more information, please contact:

Jaakko Hartikainen, Director, Customer Experience Management, Tieto

Phone: +35 844 3500445 e-mail: Jaakko.Hartikainen@tieto.com
 

Fredrik Bergström, Principal Consultant, Customer Experience Management, Tieto

Phone: +46 (0)72-503 51 10 e-mail: Fredrik.Bergstrom@tieto.com

About Tieto

Tieto aims to capture the significant opportunities of the data-driven world and turn them into lifelong value for people, business and society. We aim to be customers’ first choice for business renewal by combining our software and services capabilities with a strong drive for co-innovation and ecosystems. www.tieto.com.

About Indiska

Indiska Magasinet AB is a Swedish retail chain established in 1901 that sells a unique blend of fashion and interior with your own style, Bohemian Modern. Everything is designed in Stockholm by people who love India. INDISKA currently has 91 stores in Sweden, Norway and Finland. www.indiska.com

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Partner story
Up-to-date product information brings a competitive advantage to Oras Group
Oras
Tieto delivered to Oras Group modern and easy-to-use inRiver PIM system.
Up-to-date product information brings a competitive advantage to Oras Group
"We are at an advantage when our product information is complete and up to date in our retailers' systems as our products are more likely to be chosen. Information updates used to be a lot of work, which is why we couldn't perform them too often," says PDM Manager Kari Suojanen from Oras Group.
Oras

Oras, which is known for its washbasin and shower faucets, purchased Germany-based Hansa in 2013, thus establishing Oras Group. In order to create a highly functional Group, the companies' procedures had to be standardised. As part of a larger change initiative, Oras Group has implemented a Product Information Management (PIM) project to combine the product information of the two brands into the same system as well as to harmonise the product information management processes of the two organisations.

Tieto delivered to Oras Group modern and easy-to-use inRiver PIM system, where product information is collected from ERP -system and other basic product information systems.

"The user interface is extremely user-friendly. People working in different countries clearly see product information, language versions and links. You can almost touch the material," says Suojanen.

The new system has impacted the employees' daily work. The amount of manual work decreases, for example, when product lists and selections are updated automatically into the customers' systems. All product information can now be processed in one place following similar procedures, which also benefits marketing.

"We always modify basic product information from the point of view of marketing. New texts, descriptions and videos are automatically updated into all materials containing product information. This increases transparency for our customers and within the company," says Oras Group's Digital Marketing Specialist Samuli Holmala.

A well-managed PIM project where everybody was up to speed

During the PIM project's first phase, which lasted for about six months, Tieto analysed the type and origin of Oras Group's product information and created a product information model for the system based on it. Once the foundation for product information had been established, the next steps were technical implementation and deployment. The project went very well, as testified by high customer satisfaction (3.8/4).

"During the project, Tieto led us where we needed to go. They were always in control of the project and were able to keep up to speed also those of our personnel who are not so well-versed in IT," says Holmala.

In the future, Oras Group will add new modules to the PIM system, for example, to manage product information and price lists on the websites of both brands through the system as well as to schedule marketing campaigns. New product information channels will also be added, which is a critical factor for getting ahead of the competition.

"We save time as we can manage our marketing campaigns better than before. Units in different countries can see the work of other units. Therefore, the information flow no longer requires extensive internal communication," says Holmala

Caption: Samuli Holmala, Kari Suojanen and Mika Malo from Oras Group have been satisfied with the new product information management system, which has boosted work efficiency and increased transparency for customers as well as within the company.


Oras Group
Oras Group is the market leader for domestic sanitary fittings in the Nordic countries and a leading company in continental Europe. The company's mission is to make the use of water easy and sustainable. The Group has two strong brands: Oras and Hansa. Oras Group is owned by Oras Invest, a family company and an industrial owner. http://www.orasgroup.com/

Challenge
Oras Group was established in 2013 with the merger of Oras and Hansa. Oras Group wanted to standardise its procedures and boost work efficiency by combining the product information of the two brands into the same system. Up-to-date product information constitutes a competitive advantage.

Solution
Tieto delivered to Oras Group modern and easy-to-use inRiver PIM system, where product information is collected from ERP -system and other basic product information systems. The project consisted of four phases, analysis, product information model construction, technical implementation and deployment.

Benefits
Thanks to up-to-date product information, customers are more likely to choose Oras' products, which brings a competitive advantage. Shared and automatically updated product information enables Oras Group to save time and money as the amount of manual work decreases and information management is simplified. It is now easier and faster to manage marketing campaigns and enhance basic product information for marketing use.

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News
Fazer and Tieto pilot innovative feedback solution following successful hackathon
Fazer feedback solution pilot
Specifically, wireless smart buttons will be set up at key touchpoints around the venues so that visitors can leave contextual feedback
Fazer and Tieto pilot innovative feedback solution following successful hackathon
Just two months after the concept winning joint hackathon, Fazer Food Services and Tieto have started a pilot of an innovative restaurant feedback solution in a real-world setting.
Fazer Tieto

Pasi Laine, Eija Andström-Saarinen, Ksenia Avetisova,
Simon Panelius, Mikko Leinonen and Sami Sivonen

Starting from Monday 11 March 2016 visitors to two of Fazer Food Services' Amica restaurants have had a unique and engaging new way to leave feedback on the quality of their customer experience.

Specifically, wireless smart buttons will be set up at key touchpoints around the venues so that visitors can leave contextual feedback, sharing their thoughts and feelings on each stage of the customer journey, in real time and based on their immediate context

"Smooth and spontaneous dialogue and a sense of community between our quests and our employees is important for our restaurant success and development. Based on the early trials and testing our solution is addressing this in a nice way. Solution has been easy to use and the tailored questions with smart buttons has created a new fresh way for giving and gathering feedback. It’s not only what we want to ask from our guests, it’s giving possibilty for our quests to share their thoughts and experiences", comments Eija Andström-Saarinen, Senior Manager, Digital Solutions Development, Fazer Food Services.

Feedback solution

The innovative feedback solution was developed in just 48 hours as part of Fazer Food Services' and Tieto joint hackathon, CXHack Fazer, in February. Two months later, the winning concept is now undergoing its first real-world pilot for 3 months. 

Created by Rahul Abhisek and Laura Leppälä, both students at Aalto University, and Ann Plough, author of the Eat Simply Eat Well blog, the concept was rewarded by Mikko Leinonen, Head of Tieto's Customer Experience Management startup, as having a direct impact on improving the lunch experience at Amica restaurants.

Simon Panelius, Vice President of Operational Development at Fazer Food Services, said of the solution: "Contract catering is all about making a lot of different people happy, but traditionally we've only been able to gather feedback through intermittent questionnaires and focus groups. Having this high quality data available in real time could make a genuine difference to how we manage our customers' experience."

The solution further extends the Tieto Retail Experience portfolio and Tieto's Adaptive Store concept, which combines an interactive customer experience with real-time data so that staff can serve those customers better.

Sami Sivonen, Solution Manager at Tieto, said: "We've now taken the first steps to test the concept in a real-world setting by adapting it to our cloud-based solution accelerator framework. "We believe in an agile and field-proven approach to innovation, and trust that this web-based contextual feedback solution will further enhance Fazer Food Services' lunch experience", says Ksenia Avetisova, Lead CX Consultant at Tieto.

“The launch today demonstrates common commitment and truly agility way of working - taking the raw idea, which was not part of any earlier roadmaps, and defining it in business context and current tech landscape over a very short period of time”, Ksenia continues.

"By putting real customers at the heart of our development process, and by bringing new solutions directly to their business environments, we gain an unprecedented opportunity to create value and accelerate innovation and growth", adds Mikko Leinonen.

For more information on CXHack Fazer and the winning concept, click here.

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Paper
Paper
Paper
Big data becomes smart data - the future of commerce is here
Tieto-HUI Retail Outlook report thumbnail
Download our report and learn more about the future of commerce.
Big data becomes smart data - the future of commerce is here

Digitalisation is the future of retail and everybody in the industry needs to learn how to turn big data into smart data. This is one of the most important conclusions of the Retail Outlook report carried out by Tieto and Swedish retail research institute HUI Research. Companies all over the world need to face four great challenges and take eight steps without delay - otherwise the future will pass them by.

There is no doubt that the future of commerce goes hand in hand with digitalisation. Every commercial enterprise in the world is looking at how they can use the enormous amount of collected data to give their customers a more enjoyable and relevant shopping experience - through offering them better service and more personalised offers - at the right time, through the right channel and at the right price.

From a retail perspective, big data holds great potential to create stronger customer relations and more effective operations as well as to find new revenue streams. But today the big question isn't about the right way to quantitatively manage large amounts of data, it is about how to best exploit its potential.

"The discussion about big data has mainly focused on how to manage large amounts of data in a correct way. Now the focus has shifted towards the best way to manage and analyse big data so that it can be of direct use and benefit to commercial enterprises, and in this way it becomes smart data," says Jerker Rustan, Head of Global Retail, Logistics and Services business at Tieto.

Four challenges to face

Investing in and working with big data is not without complications, it entails a series of challenges which commercial enterprises need to address. One of the biggest challenges is to identify what data will be directly useful and beneficial to the commercial enterprise, in other words, smart data. There is a lot of data which is not necessarily relevant to the business. Another challenge is security, both in terms of integrity and systems which guarantee that no sensitive information is leaked.

A third challenge with big data is the shortage of and competition over employees with the right skills. A fourth challenge relates to the fact that the investments in infrastructure which are necessary to support digitalisation and big data often come at a high price.

"The high prices are making commercial enterprises wary and we need to find the most cost effective systems and methods to get the best use out of all the generated data. Last but not least there is the substantial challenge of ensuring that business models are sustainable and adapted to both analogue and digital consumer goods", says Jerker Rustan at Tieto.

Eight steps to take immediately

The Retail Outlook report shows without a shadow of a doubt that big data is an absolute necessity and an important tool for increasing profitability. The report identifies the implications of big data on retail over the next three to five years. The following steps need to be taken immediately:

1. Make an inventory of the data assets
2. Identify the areas where big data can support business strategies
3. Review and invest in infrastructure
4. Develop a strategy for big data
5. Invest in skills development
6. Involve big data in the whole company
7. Explore new strategic alliances
8. Develop a policy for security and integrity

You can download the entire report in the right side column.

For more information, please contact:

Jerker Rustan
Head of Global Retail, Logistics and Services business
jerker.rustan@tieto.com

 

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