Head of Digital Experience, Create Sweden
The challenge
Arctic Paper's objective is to provide customers with a digital platform that includes ordering and self-service functions in addition to its current sales channels. In the past, the paper mills within Arctic Paper were functioning independently. However, now the company is unifying its digital interfaces to improve the overall customer experience.
The solution
The customer portal, equipped with e-commerce functionality, was developed to provide a seamless ordering experience for Arctic Paper's customers, while also streamlining the company's internal operations. The solution was built using the Optimizely Commerce platform and seamlessly integrated with Arctic Paper's underlying system environment.
About the customer
Arctic Paper provides premium paper products and services that prioritize innovation, sustainability, and the highest quality standards. With a strong presence in Europe, the company operates manufacturing and sales units across several countries, starting with its home market in Scandinavia.
Read more about Arctic Paper
Saves time
By increasing accessibility 24/7 and providing immediate and easy access, the customer portal saves time and increases convenience for both the customer and internally for Arctic Paper.
Efficient customer journey
The customer portal is designed to quickly guide the customer through an efficient interaction design.
New digital opportunities
By reviewing the existing system environment and making information more accessible, it opens up for even more digital solutions in the future.
The paper industry is undergoing digital transformation
Arctic Paper, as a premium segment supplier, is continuously evolving to meet the needs and expectations of its customers. This extends beyond their paper products and includes customer service, trade, and digital presence. Their customers highly value their time and expect seamless solutions to find the right information and complete transactions at their convenience, without any time wasted.
Recognizing this customer need and their own desire to provide added value to customers, Arctic Paper made the decision to initiate work on a new customer portal.
Customers no longer want to be confined to the limited timeframe when we are available to answer their phone calls. They prefer to complete orders by themselves and are seeking easier and more seamless solutions for their daily orders. They want to contact us at Arctic Paper only when they need to discuss something significant.
Jenny Blomstrand
Product Owner, E-commerce / Arctic Paper
Project implementation
Tietoevry and Arctic Paper collaborated to identify customer goals, needs, and expectations, and developed a digital customer journey. The process led to the creation of requirements for interaction and new functionality that facilitate self-service and provide an accessible e-commerce platform, making it easy for customers to find the right products. A filtering function has been implemented to help customers place their orders quickly and easily.
The objective of the development project was to establish an initial version of Arctic Paper's customer portal that empowers customers to access information on their own. The implementation included key features requested by customers, such as inventory status, order history, order statistics, and documents associated with their engagement.
Tietoevry has taught me the necessary structure to work effectively using an agile methodology. This approach has allowed us to concentrate on one task at a time and to put other tasks on hold without losing sight of them. During the sprint planning three weeks later, we revisit and address these tasks again.
Jenny Blomstrand
Product Owner, E-commerce / Arctic Paper
Results
The new customer portal with e-commerce serves as a point of departure for customers to efficiently navigate through their buying journey, with effective interaction design and user-friendly functions. This not only provides a seamless experience for customers but also streamlines internal work processes at Arctic Paper, reducing overall workload and enabling employees to focus on more value-added tasks involving personal interaction.
To ensure a successful integration with Optimizley Commerce, Arctic Paper had to review its existing system environment and make its information accessible. This not only facilitates the integration process but also opens new opportunities for their digitalization journey.
