Time saving has been a demonstrable benefit, he explains: It's very smooth and we think that this is the future method of payment, even for in-store payments. It can use any type, like Apple Pay, in the payment gateway.
It's worked really smoothly and it's so quick…Even if the customer is front of us, we don't have to take the card and swipe it in the machine. We create cash entries which are sent directly into our accounting software. As soon as the payment is ready, then we receive the information that it's paid. So receives a sales order with the embedded payment link, clicks on that link and lands on the secure payment gateway for performing the payment. We send it the amount to pay, receive a payment link, which we incorporate in an online document that is sent to the customer. means that in our store, whether the customer is in front of us or at a remote distance, when we press Payment Link, we actually capture data from Salesforce. All payments methods are independent of where they are.So the whole chain from actually putting a lead into the app, through until they make a purchase order to our factory to get the bed the customer ordered, they can do everything on the app.ĭutch payments platform provider Adyen’s Payment Link offering is a core part of this, he adds: They can use Payment Link or they can add wire transfer. In this app, they have everything they need. A specific goal was to enable total independence of location so Hästens own users and those of its partners can “meet the customer anywhere” and do payment configurations on the fly on the iOS app on the phone: While COVID may have acted as a change accelerant, work on the revised retail systems actually began two years ago, recalls Mikael Wennberg, Digital Transformation Lead. We know that whatever we build today, we're going to continue to develop. We wanted to have a system that would could scale to our future growth, to keep it simple from the beginning and really grow with the system, rather than trying to build something that is going to work forever. What we set out to do when we started was to keep it simple and flexible, because there's one thing we don't know about and that's the future.
The CX focus is hardwired into Hästens corporate DNA, so focusing on how to improve the customer journey, be that in-store or remote, was a key priority, he adds, and an ongoing one:
It's really been instrumental for us to build this strong customer journey and make sure that everything we do is addressing all the needs that we have to build our brand and build satisfaction of customers. So, we're using the Salesforce technology to keep the customer in the center. Now we are renewing our ERP, we've taken the view to do it outside-in, instead of inside-out. We are doing a lot more on our CRM and combined system in the stores…basically what we're talking about here is a 360 degree view on customers. Now you can actually purchase online as well. We're also launching an iOS-based app, freeware, called Heston's Re-store for all our consumers, existing and new. We are combining together and offering them to our own stores, but also all to our distributors in the 45 countries we're active in. It's a digital marketing and retail system that is very much based on Sales Cloud. The COVID crisis put fresh impetus behind the firm’s transformational efforts, says CFO Robert Carlen, driving forward the effort to launch what’s called Hästens Digital Tools: The bedmaker has worked with Apple and Salesforce to build this new iPhone client service and point-of-sale app using the Salesforce Mobile SDK, leveraging Salesforce Sales Cloud and Service Cloud. With locations in 46 countries around the world, the firm has been ramping up its e-commerce and payment capabilities, including cutting the time it takes to order a bed in-store via an iPhone from half-an-hour to around two minutes. Hästens is a 167 year old Swedish company known for high quality handmade beds and its iconic blue check pattern.
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