Digital services as part of a seamless customer experience

Veho Oy Ab was established in 1939 as Mercedes-Benz’s importer in Finland. Nowadays the company has several principals, and its business consists of the import, retail and service operations of both passenger cars and utility vehicles.

Veho’s operations aim to create added value to customers, retailers and the car manufacturers. Customer experience steers work in all of the company’s business areas.  The customer’s experience of Veho must always be positive, and the goal is to make the customer feel good, regardless of the channel through which business is conducted. The customer must be able to choose when and how to do business with Veho.

Aiming for a seamless customer experience

Veho aims for a seamless customer experience. The various channels must serve the customers – not a single car or spare part may be left unsold due to poor customer service. The digital channels must support this goal and enable its achievement with a service not confined by time or place. Online services are at the core of Veho’s business.

The various channels must serve the customers – not a single car or spare part may be left unsold due to poor customer service.

We renewed both Veho’s online services targeted at consumer-customers and those focused on utility vehicle services. We produced the new online service with EPiServer technology. The website’s overall look was modernised and its usability was improved. The usability was ensured by inviting customers to give feedback and test the future service at various stages of the project. The new platform also provides Veho with an opportunity to personalise content customer-specifically and to develop its e-business.

Staff representatives from sales and servicing took part in the renewal and contributed their expertise. The renewal project was divided into phases, in such a way that the first phase consisted of getting the basics in order. The development and expansion of online services at Veho will continue, with the next phase focused on the development of digital services.

The new platform also provides Veho with an opportunity to personalise content customer-specifically and to develop its e-business.

“User-orientation and friendliness lie at the core of the renewal of our online services. Smoothly functioning digital services are an important part of our brand. Online services have a crucial role to play in the picture that our customers get of Veho”, says Kati Salmi, head of digital marketing at Veho.

Growing visitor numbers

The customers have welcomed the revamped web services.  To ensure the services’ customer-orientation, the pages were also tested for usability with various customer groups. Use with mobile devices has been made easier, and their use has indeed increased. The online services’ visitor numbers have also increased.

“All in all, the development has been positive in respect of various aspects, which is a sign that we’ve made the right decisions”, says Kati Salmi.

We also renewed vehotrucks.fi’s online services focusing on commercial vehicle services.

It was important to find a single-window supplier which could offer everything from technical expertise to competence in the design of services and visual appearance.

For its online revamping project, Veho sought a partner with whom it could develop its online services with a long-term perspective. It was important to find a single-window supplier which could offer everything from technical expertise to competence in the design of services and visual appearance.