According to our current strategy, we aim to be our customers’ first choice for business renewal. Therefore experience of our customers has been lifted as the key focus area also in Tieto’s Operating Plan for 2017. Our partnership with CXPA Finland will further accelerate our actions to improve the experience of our customers.
– To further increase the customer experience competence and capabilities and to boost customer-centric mindset in our whole organization, we look forward to learning best practices and get new ideas from other CXPA Finland members. However, the partnership with CXPA Finland is to us not only about getting, but it’s also at least as much about giving, says Teija Kuustonen, Tieto's Head of Customer Experience and Insights.
– We believe that great customer experience is the biggest differentiator for Nordic companies to win against global competition. We help our customers to win by providing tangible business value through customer experience. We see CXPA Finland also as an important channel to listen to our customers’ needs in this area, continues Jaakko Hartikainen, Head of Customer Experience Management business unit in Tieto.
The Customer Experience Professionals Association (CXPA) is a global non-profit organization dedicated to the advancement of customer experience management practices. The CXPA started its operations in 2011, and today it operates close to 70 countries and has over 3000 members. In Finland, the CXPA is represented by CXPA Finland.
Tieto will be visible in CXPA Finland events and other activities throughout the year.
What is 21st century’s digital customer service? What kind of value adding opportunities and solutions are already easily available for companies? Listen to Tieto´s podcast with Miikka Maunula, Solution Manager, Tieto and Miikka Haavisto, Chief Operating Officer, GetJenny and learn how digitalization is transforming customer service and helping companies to create more value for customers.
Building a winning customer experience is on every customer service developer’s to do list. What kinds of changes should you prepare for and what tools should you use? This year it seems that taking control of the mobile channel is the most important development project. However, voice controlled user interfaces and service robotics are already coming around the corner.
What technological changes are going to impact daily customer service in the near future? How can the customer experience be improved by using the methods already used by customer service?
In my opinion, the cornerstones for building a winning customer experience will be:
- An even deeper understanding of the customer and their environment; what does the customer value, in what channels do they have an impact, who are they networked with and what kinds of ecosystem are they in (social CRM)
- The increase of voice controlled user interfaces in both mobile and web applications
- The introduction of service robotics into new business areas and the increase of automation, particularly for routine activities
- The use of virtual reality to integrate solutions into customer service
The companies that will be best able to tap into the customers’ spend will be those that have a better understanding of the customer than competitors. It is not enough that the customer’s name, contact information and segment data is correctly entered into the CRM system. The company must understand what kinds of things the customer values, what they share on social media and what kinds of communities they are a part of. Traditional CRM systems are already being supplemented by social CRM that is used to complement the understanding of the customer. The next step is to utilise this information and use it to personalize customer service based on the customer’s needs.
The importance of the ease of transacting will continue to be grow. A significant share of customer service has shifted to different kinds of mobile devices. We always carry our phone with us everywhere so why open up the computer or even call a service number to access service? Many popular phones already incorporated voice control several years ago. Wouldn’t it be logical, from a customer service perspective, to interact with the customer through a device that is already in their pocket without the need for tapping on a physical menu? The service provider’s user interfaces will also need to meet this demand.
In Finland, the best known service robotics trials are bank service robots and care robots used in nursing work. Chatbots have already been developed to answer basic customer questions in Chat channels. Even though today we are still at the trial phase, the use of robotics in customer service will seem self-evident in the future.
The comprehensiveness of the customer experience presents a challenge for companies as they think about all the possible channels where they meet their customer, beyond those that we already know of. The possibilities of virtual reality seem limitless. Already experiments are underway where you can walk into a brick and mortar shop with your VR glasses and see products in three dimensions. Why wouldn’t it be possible to take care of the customer experience in virtual reality and open up new dimensions of service?
Join the discussion on Twitter @TietoCorp and listen to our podcast Digital Customer Care is transforming business with GetJenny: https://soundcloud.com/tietocorporation/sets/customer-experience-management
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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:
Head of Customer Experience Management, Tieto
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
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
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.
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
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 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/
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.
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.
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.
Tieto publishes a new report with HUI Research, the second in the line of outlook reports: Digitization and integrity - In search of the balance between cool and creepy.
Digitialization has had a huge impact on the retail sector over the past years and it´s a trend that only seems to continue. With digitaliization comes opportunities that gives retailers access to more personal information about their customers.
But where goes the line of what the consumer considers to be acceptable or even beneficial versus uncomfortable or even offensive when it comes to how companies use customer information?
Download our study which investigates Customer Experience Management (CEM) within the finance industry in the Nordic region, with emphasis on the generic CEM maturity and development actions on digital CEM. 98 Finnish, Swedish and Norwegian decision makers within Finance were interviewed in this quantitative study.
"While many financial services providers have worked hard to make their services available via digital channels, there are still some persistent gaps in their communications with customers. Our survey, for instance, found that only 16 per cent of respondents were active on social media, even though we know that more and more of consumers’ decisions are made based on information in uncontrolled channels."
Download our white paper and read how to create a digital customer experience in retail sector. We concluded over 200 Nordic retail sector decision-makers in Finland, Sweden and Norway to gain insights into their firms’ digital CEM challenges, pain points.
"Interestingly, around 55 per cent and 70 per cent of Norwegian and Swedish firms respectively reckoned that digital CEM was key to increasing current customer spending, compared to around ten per cent of respondents from Finland."