Customer
Vianor Oy
In a Nutshell
An online store that meets needs is flexible and adapts according to business operations. The success is backed by close collaboration, where results are achieved not only through a deep understanding of the business but also through discussions and mutual mentoring.
Customer
Vianor Oy
Industry
Retail and service business
Services
Concept Design
UX/UI
Technical implementation
Challenge
Vianor needed a flexible eCommerce solution
Vianor has been a longstanding client of Crasman, and over the years, the most significant strength of the customised online store has been observed: its ability to adapt and adjust to the growing needs of the business. At Vianor, the online store has, over the years, become a significant part of the business. Today, the online store is managed by Vianor's eCom manager, Christian Sandman. A clear responsible person, together with the e-commerce team, has brought discipline to the development process and accelerated the development timeline. Vianor now develops the online store with a continuous development model, prioritising long-term sustainability and meticulous planning.
"What is important to us is genuine, mutual cooperation, which Crasman offers to us as a partner. They actively bring forth issues and ideas, and are involved as if part of the team. For us, true partnership means not just ordering the necessary implementations from Crasman, but engaging in continuous discussions about the development of the e-commerce platform. Although there are plenty of partners in the market, finding good cooperation and mutual understanding is not always straightforward."
Solution
Good ideas put into practice quickly
In recent years, Vianor has significantly advanced its e-commerce development towards a model based on long-term user testing and data analysis. This approach identifies the most beneficial areas for improvement in terms of business operations and customer experience. "We have a fully customised online store with numerous tailored functionalities. This, combined with excellent collaboration, enables us to respond very swiftly when necessary. If a good idea comes up, we can be well into its implementation in just a few weeks. In a rapidly changing environment, this flexibility is extremely important to us," Christian Sandman summarises the advantages of a flexible online shop and effective collaboration. Vianor's online store is not a typical consumer webshop. A distinctive feature is the relatively low demand for home delivery of products. While customers can order tyres and wheels for home delivery from Vianor, most prefer to get installation services as well for their purchased products. Hence, the products and services bought online are mostly picked up from Vianor service points. Since most customers book services to be performed with the products at Vianor's service points, ready-made e-commerce solutions do not fit Vianor’s needs. Vianor has always been forward-thinking. An e-commerce platform that continuously evolves requires the ability to adopt new features, integrate with new back-end systems, expand the range, and scale up. One advantage of a customised e-commerce platform is that it does not need to anticipate everything in advance. As the business grows and evolves, the online store can be developed, expanded, and modified according to the situation and needs.
Implementation
The range of services offered by Vianor's service points varies, presenting unique demands for the implementation of the online store. Customers must be able to quickly and easily comprehend which services are available at each service point. It is crucial for Vianor to provide each customer with a seamless service experience, regardless of whether they are purchasing products, services, or both, and regardless of whether they are engaging through the online store or a service point. Vianor’s service points and online store are connected by Vianor’s unique ERP system, which manages product pricing and bookings. Although Vianor's online store is tailored to operate on the same basic principles in Finland, Sweden, and Norway, there are differing product and service ranges across these markets. For example, different payment methods are implemented through diverse service providers and varying integrations. The online store designed to meet Vianor's needs offers the necessary flexibility and adaptability to manage a complex system. It easily accommodates various back-end systems and integrations, as well as potential changes to them. Genuine collaboration enables continuous development Crasman has allocated a dedicated team for Vianor, which not only understands the customer’s online store but has also learned to comprehend the customer’s business and its requirements. “Genuine, mutual collaboration is important to us, which Crasman provides as our partner. They actively bring matters and ideas forward and are involved as if they are part of the team. For us, true partnership means that we don’t merely commission necessary implementations from Crasman, but engage in continual discussions about the development of the online store. While there are plenty of partners in the market, finding good collaboration and a shared understanding is not always a given,” says Sandman.
