“In the future, I would like to see all our services connected to a single platform,” says Head of Digital Channels Elina Aalto. “Our digital platform and applications are constantly being developed with one main objective in mind - to make our customers’ work easier. Digitalisation enables flexible work hours and constant up-to-date information. We offer MyEquip and Product Viewer as mobile apps connected to the platform. Product Viewer, for example, allows you to scan the barcode of an individual machine or tool and shows the relevant instructions for safe usage as well as all related certificates. In the future, our Internet-of-Things smart equipment will allow us, and our customers, to anticipate equipment service status and maintenance needs, such as a new battery or oil change.”
Our digital platform and applications are constantly being developed with one main objective in mind - to make our customers’ work easier.
One indication that demand is being met is that customers are eager to give feedback and provide development ideas for Cramo’s digital platform. From the start, every stage of development has involved customers. The digital tool is a 24/7 service – status checks and order placements do not depend on the time or place – nor on depot opening hours.
“Today, customers in Finland, Sweden, Germany, Norway, Lithuania and Austria already use the platform, while Estonia is proceeding to external launch in early 2019. Technical solutions are being explored to implement our digital platform to all the countries where we operate in. In 2019 we are making huge marketing efforts to ensure that all of our current and potential customers are aware of our digital offering and the benefits they receive by using our digital services. With that we also hope to increase the number of so-called heavy digital users among our customers.”
“As one measure of success, we can see that customers use our digital platform actively to monitor their order base. Our depots are beginning to receive orders for delivery and equipment returns so frequently that their handling has become routine. In some of our markets, digital orders have been processed at all depots. Success for us lies in applicability for all kind of customers – big and small. To make the service trouble-free for everyone, we have made sure that the user interface is easy and that our 301 depots have the skills to act on customer requests received digitally.”