Stockmann’s staff tablet tool strengthens the customer experience

With a turnover of nearly a billion euros, Stockmann is known for its good customer service. Although Stockmann’s e-commerce business is growing all the time, a significant part of the brand is the shops and their smooth service. In order to continue to provide customers with the best possible shopping experience, it is critical to find ways to intensify cooperation between e-commerce and stores.

Challenge

As e-commerce expanded, the service of the bricks-and-mortar stores had to be developed as part of the customers’ online shopping experience. Therefore, a solution was needed that would accompany the seller and help them obtain real-time information.

Solution

Compile developed a tablet application that can be used by both the sales staff at the bricks-and-mortar stores and the warehouse staff. The application works in real time between the e-commerce, the warehouse system and the ERP system. You can also create reports using the app.

Results

The tablets accompany Stockmann’s employees in their everyday lives. An order placed through the e-shop can be collected and packaged using the app and sent to the customer. You can also use the app to order goods into the store. The sales assistant can quickly check the real-time stock balance by reading the product code on the tablet. Similarly, it is easy to make a product return. In the app, the sales assistant sees the shift pattern and can list the customers’ work requests, such as appointment bookings for the fitting service. Currently, the app is used by more than 1,000 people.
It is rewarding to see how quickly the app has been deployed and how much it facilitates the daily work of Stockmann's staff
Jari HakulinenAccount Manager

the eNPS calculation is based on the Employee Net Promoter Score formula developed by Fred Reichheld, which was originally used to study the customer experience and customer satisfaction of companies. Lately, it has also been used to research employee satisfaction (e as in employee + NPS).

This is how the calculation is performed.

We ask our employees once a year, “How likely are you to recommend your workplace to friends or acquaintances on a scale of 0 to 10?” Then we ask for clarification with an open question: “Why did you submit this score?”.

Those who submit a score of 9 or 10 are called promoters. Those who submit a score from 0 to 6 are called detractors.

The eNPS result is calculated by subtracting the relative percentage of detractors from the relative percentage of promoters. Other answers are allocated a score of 0.

The calculation results can be anything from -100 to +100. Results between +10 and +30 are considered to be good, and results above +50 are considered to be excellent.