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Tieto to deliver Kalmar’s new global eCommerce solution
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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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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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Tieto and LähiTapiola increase collaboration: cloud services, automation and customer experience in focus
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Tieto and LähiTapiola increase collaboration: cloud services, automation and customer experience in focus

Tieto and insurance company LähiTapiola have signed a contract for continuing and increasing collaboration in development of infrastructure environments and digital services until 2020. Central to the contract is renewal of end clients’ customer experience and automation of business processes together with modern cloud-based services.

Together, the companies will develop infrastructure environments with flexible cloud services delivered by Tieto. The aim is to create a modern and scalable base for changing business requirements. The contract also aims to make service production more cost effective and to move focus from production of continuous services to system renewal and digital development projects. Further, the parties have agreed to increase their collaboration and launch new projects which will improve customer experience, for example with regards to handling of claims, and to optimize functions through automation.

- Tieto has been our reliable partner for a long time and is familiar with the challenges and possibilities of our business environment. Our collaboration in the past has been very close and diverse, which means that we already have a strong base for developing new services together in order to improve the services that we offer to our clients, says Mikko Vastela, CIO at LähiTapiola.

- We are strongly committed to digitalization and developing customer experience in the insurance sector. This contract reflects Tieto’s strategic choices and aim to be our customers´ first choice for business renewal,   strengthening our role as LähiTapiola’s strategic partner, explains Christian Segersven, Head of Sector Insurance at Tieto.

Tieto is the largest cloud service provider in the Nordic countries and during the past year cloud business was the fastest growing business within the Managed Services´ domain.  By 2020, around 80 percent of Managed Services revenue is expected to derive from cloud services. Tieto produces the best hybrid solutions for flexible business use on the market and helps clients to digitalize their business operations.

For additional information, please contact:
Christian Segersven, Head of Sector Insurance, Tieto
phone: +358 50 311 2486, e-mail: christian.segersven[at]tieto.com
Mikko Vastela, CIO, LähiTapiola
phone: +358 50 323 2983, e-mail: mikko.vastela[at]lahitapiola.fi

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

The LähiTapiola Group is a full-service financial institution based on the mutual insurance company model, which offers services to individual clients, entrepreneurs, companies and associations. LähiTapiola’s activities are based in 20 regional companies, which include about 300 regional offices across Finland. As it functions as a mutual insurance company group, LähiTapiola uses its profits to develop services and customer experience. LähiTapiola was created when Lähivakuutus and Tapiola decided to merge in 2012. The LähiTapiola Group, which officially started its business activities at the beginning of 2013, is the largest non-life insurance company in Finland.

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Nelly.com chooses Tieto to improve customer experience
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"Through our collaboration with Tieto, we hope to create seamless digital experiences for our customers,” - Magnus Månsson, CEO of Nelly.com.
Nelly.com chooses Tieto to improve customer experience
Scandinavia’s largest online fashion store Nelly.com has chosen Tieto to provide better customer experience. Nelly.com will be able to offer personal shopping service through Tieto's Customer Care as a Service (CCaaS).

Tieto has signed a three­-year contract with Nelly.com based on Tieto's Customer Care as a Service. The Cloud based solution covers all channels: ­web, voice, chat, email and social media. Through a cloud based CCaaS, Nelly.com will only pay for the capacity, modules and features that are in use. CCaaS is a complete customer service solution based on industry leading Genesys platform.

“Our vision is that all customers who contact us experience Nelly.com as fast, simple, personal and unpretentious. We wish to surprise our customers positively. Through our collaboration with Tieto, we hope to create seamless digital experiences for our customers,” says Magnus Månsson, CEO of Nelly.com.

“This creates a number of business advantages for Nelly.com. Above all, they get a cohesive customer service that means they can work proactively to create personalised experiences. Additional sales can increase, as this makes it easier to analyse the customer’s buying behaviour, in order to create relevant offers. Personal shopping is a service that is much in demand, and which Nelly.com will now be able to deliver,” says Peter Axelsson, Head of Retail, Logistics and Services Sweden at Tieto.

Nelly.com is Scandinavia’s largest online fashion store for fashion ­conscious men and women aged between 18 and 35 years. The store has more than 850 brands on sale and customers can always expect great prices and speedy delivery.

For more information, please contact:

Peter Axelsson
Vice President Sales ­ Head of Retail, Logistics & Services Sweden Tieto Sweden AB
Tel. +46 70 602 72 18, peter.axelsson[a]tieto.com

TIETO CORPORATION

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Tieto is the largest IT services company in the Nordics providing full lifecycle IT services. We also provide global product development services for companies in the communications and embedded technologies arena. Through industry insight, technology vision and innovative thinking, Tieto proactively strives to inspire and engage its customers in finding new ways of accelerating their business.

Building on a strong Nordic heritage, Tieto combines global capabilities with local presence. Headquartered in Helsinki, Finland, Tieto has over 13,000 experts in close to 20 countries. Turnover is approximately €1.5 billion. Tieto’s shares are listed on NASDAQ in Helsinki and Stockholm. www.tieto.com

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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

 

Jerker Rustan
Head of Global Retail, Logistic and Service
+46104811505
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The forest and paper industry is lagging behind in digital customer experience
Forest news - thumbnail
Read the research conducted by Tieto and find out the situation of customer experience management in European forest and paper industry companies.
The forest and paper industry is lagging behind in digital customer experience
Several industries are adopting more and more digital channels for customer service. Research conducted by Tieto shows that most of European forest and paper industry companies do not take this change seriously and have exaggerated their expertise know-how in this area.

Digital customer experience management is not at the heart of European forest and paper industry: a mere 24% of all respondents believed that this could bring added value to business operations. Developing customer loyalty and production efficiency were considered to be most important in the recent Tieto study.

Self-evaluation shows that the forest and paper industry does not see itself as lagging behind. The respondents were asked to classify their company either as an innovator, a forerunner, a follower or as lagging behind; a clear majority (61%) saw themselves in the first two groups.

According to the research, forest and paper industry invests a mere 10-19% of the budget into developing digital customer experience. This is significantly less when compared to retail or finance industries. Diverse placement of investments is also problematic: more than half of the respondents were unable to say, which budget line covers customer experience-related projects in their own company.

Customer Experience is perceived to be better than it is

According to the research, a significant share (71%) of forest and paper industry companies has already invested in customer experience management.

Active customer experience-related projects deal with optimising adaptability in the distribution chain, customer service personnel training for service culture and sales, and predicting customer needs according to behavioural models and analytics.

When asked about their own companies’ investment for customer experience development, Swedish ventures have larger expectations for success as compared to other countries. 80% of Swedish respondents considered their venture to be an innovator or forerunner. This opinion was shared by 60% of Norwegian, German and Austrian respondents. Finnish respondents placed clearly lower (52%), despite the fact that Finland has most likely invested more into customer experience development than the counterparts.

"Forest and paper industry is not in the forefront of customer experience development, thus the research responses paint an overly rosy picture. This might be due to the fact that comparisons are drawn with the respondents’ own industry or another industry, instead of comparing with retail, for example, where development has progressed further", explains Tieto sales director Jaakko Vilén.

Leaders Need to Understand the Need for Change

The same research also shows that the importance of customer experience is not understood in top management: a clear majority of management-level respondents (62%) did not consider customer experience to be important for business operations.

"The forest and paper industry has traditionally focussed on developing high-end production, logistics and supply chain; service has not been viewed as a competitive advantage. Customer loyalty is high on the management's list of priorities according to this research, but its relation to customer service and experience is either not seen or is dismissed. Companies do not take advantage of digitalisation potential; however, competitive advantage on global markets is gained through innovative methods. The industry desperately needs brave frontrunners ", explains Vilén.

Jaakko Vilén does note that change is in the air, as the development projects highlighted in the research do focus on the right issues. Promising examples are online services that are offered to forest owners by larger forest and paper industry companies, the use of analytics for customer data processing, and initial experiments with online shop applications for pulp and paper sales. Various solutions learned from online trading ease transactions and provide customers of the forest and paper industry opportunities for monitoring delivery.

104 decision makers from Finland, Sweden, Norway, Germany and Austria were interviewed for this research conducted by Tieto Marketvisio.

Read the research: https://www.tieto.com/sites/default/files/atoms/files/tieto_forest_cem_r...

For further information, please contact:

Jaakko Vilén, Sales Director, Tieto Forest, jaakko.vilen[at]tieto.com, tel. +358 50 373 9302

Tieto is the largest IT services company in the Nordics providing full lifecycle IT services. We also provide global product development services for companies in the communications and embedded technologies arena. Through industry insight, technology vision and innovative thinking, Tieto proactively strives to inspire and engage its customers in finding new ways of accelerating their business.

Building on a strong Nordic heritage, Tieto combines global capabilities with local presence. Headquartered in Helsinki, Finland, Tieto has over 13 000 experts in more than 20 countries. Turnover is approximately €1.5 billion. Tieto’s shares are listed on NASDAQ in Helsinki and Stockholm. www.tieto.com

Jaakko Vilén
Sales Director
+358503739302
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