Special needs require flexibility and ability to customize services
The Finnish Olympic Committee is the national main organization for exercise and sports. Its responsibilities and tasks include the development on Finnish competitive sports as well as the promotion of everyday activity and exercise. The organization’s operations reach people all the way from primary education and schools to working life, professional sports and sport politics.
The Finnish Olympic Committee provides the members of sports organizations an online service called the Suomisport service, where members can purchase licenses for competitions. Usability on any device has been one of the main objectives when developing the service. In the future, also memberships and events will become available for purchase through the service.
Maksuturva was chosen as the payment service provider for Suomisport after a public tendering process. One of Maksuturva’s advantages was the required flexibility for a big project like the Suomisport service. “One of the key factors in choosing Maksuturva was the ability to flexibly customize the payment service to fit our specific needs”, says the Project Manager of the Finnish Olympic Committee, Juha Saapunki. The Finnish Olympic Committee says, that the project was carried out in good co-operation between Maksuturva, the software provider Vincit and sports organizations in the pilot phase.
As payment methods in the Suomisport service there are online bank- and card payments as well as Maksuturva Intelligent Invoice and Part Payment. In addition to these, Suomisport also uses the mobile payment method MobilePay. Juha Saapunki says, that he believes mobile payments will continue to become increasingly popular and already, based on a few months piloting of the service, it can be seen that the use of MobilePay is steadily increasing. MobilePay, as the other payment methods, has worked impeccably.
One of the special features of the service is, that the chosen settlement model is the so-called multi-vendor settlement model. In this settlement model, it is possible to distribute settlements to several different parties. This automatic distribution of settlements to different parties using the service is a key feature for the Suomisport service. “This is an extremely important feature and Maksuturva created a suitable solution for us excellently”, says Juha Saapunki from the Finnish Olympic Committee. Settlements can be divided among several parties regardless of the payment method, which is a unique feature among the available payment services on the market.
Juha Saapunki tells us, that the Finnish Olympic Committee has been extremely satisfied with their choice of Maksuturva as their payment service provider and that they have always received professional guidance when necessary from Maksuturva’s customer service. Maksuturva aims to constantly develop its services, and the Finnish Olympic Committee would like to challenge Maksuturva to continue to develop and improve its services, as Suomisport is being developed to be the best sports service in Finland. In the future, one of the main challenges will be the further development, where the Suomisport service will be extended to the use of sports clubs as well as to the customer-oriented management of membership and event fees.
As a conclusion, Juha Saapunki would like to send these greetings to companies considering taking Maksuturva’s services in use: “I can warmly recommend choosing Maksuturva as the payment service provider for a modern online service. At the same time, I hope Maksuturva will continue to invest in the development of their services and will continue to be able to implement innovative and cost-effective solutions”. We here at Maksuturva will do our very best to rise to the challenge.
A comprehensive service supports a customer-centric focus
Hehku is a new Finnish concept for beauty and wellbeing. The Hehku.fi webstore was opened in January 2018 and by the summer there had already been openings for 19 brick-and-mortar stores all around Finland. Now Hehku is one of the most talked about and popular beauty and health care stores. Maksuturva’s payment methods and the Buyer’s Assistant service have been in use in the Hehku.fi webstore from the very beginning.
Hehku is a retail chain that concentrates on comprehensive wellbeing. In addition to offering products to fit everyone’s needs, Hehku’s customers are served both online and in physical stores by for example pharmacists, cosmeticians, personal trainers and beauty specialists that are ready to help everyone find their own way of better wellbeing. Because a customer-centric focus is one of the key drivers and values for Hehku and because service is such an important part of the experience, it was also important for the payment service to be easy to use. This is why Hehku chose Maksuturva as their payment service provider.
Although the payment itself online should be reliable and easy, good service doesn’t end with the purchase – at Hehku, good service is offered to the customer also for example when returning products. For this purpose, Maksuturva’s Buyer’s Assistant service is a great help. The Buyer’s Assistant is an online service, where the customer can make a return notification whenever and where ever. “The Buyer’s Assistant is an easy place for the customer to manage their orders and possible refunds”, says Hehku’s Digital Sales & Services Manager Pia Hatakka. The service also makes handling returns easy for the web store; refunds are made automatically through Maksuturva’s system, and all the merchant needs to do is confirm the refund. “From the merchant’s point of view, the Buyer’s Assistant is a simple and easy service, where returns and refunds can be handled”, says Pia Hatakka. The service also enables the handling of reclamations, which can reduce the number of returns and result in significant savings.
The entire process from communications to possible returns has been designed according to Hehku’s brand in order to maintain a uniform customer experience from start to finish. Hehku wants to offer every customer a payment method that suits them best. This is why Hehku’s web store offers a wide range of payment methods such as mobile payments (e.g. MobilePay and Pivo), online bank payments, card payments as well as invoice and part payment. “It was easy and smooth to take the payment service in use and it has also been easy to add new payment methods, so that we can offer every customer a payment method for their specific needs”, says Hehku’s Pia Hatakka. The web store, payments and the Buyer’s Assistant service work both on computers and on mobile devices.
Hehku’s settlement model is gross settlements, which makes book-keeping a lot easier as payments made in the web store are transferred to the web store’s account in full and transaction fees are billed separately. Pia Hatakka from Hehku says, that this makes it easier and faster to match sales and bank accounts. All in all Pia Hatakka, the Digital Sales & Services Manager at Hehku, has this to conclude about Maksuturva’s services: “Maksuturva’s services have been a reliable and flexible partner for Hehku right from the start of the web store’s business. Maksuturva’s services can be modified and different options are available, which ensures that every web store can find a service package to fit their needs”.
A broad selection of payment methods satisfy the customers needs
The idea to WODconnect rose from a hobby. The service- developers had been doing CrossFit for a while when they realised that there was a growing need for an app especially designed for CrossFit gyms and athletes.
Today, the app has more than 75 000 users. The app allows users to book workouts, take care of payments and follow their workouts and development as an athlete.
WODconnect is an extremely popular app designed for CrossFit-gyms, -athletes and -coaches. The app is a tool for all parties: gyms can offer their services to athletes, whom can take care of payments, book workouts and follow up their workout progress. Antti Akonniemi, Kisko Labs CEO, was one of the brains behind the app. The main goal was to minimize the manual labor at gyms and in that way make CrossFit-entrepreneurs' life a bit easier. The app also makes the athletes life easier as you now can take care of payments and bookings in the app.
Maksuturva was chosen as the payment service provider in WODconnect after previous successful projects donetogether with Kisko Labs. "We are familiar with Maksuturva's services and as we see it, Maksuturva's diverse selection of payment methods satisfy our customers needs", says Antti Akonniemi. Antti says that they have been extremely pleased with the smooth integration process, he also wishes to thank Maksuturva's customer service for heaps of good advice and quick responses. The next step will be app-development- discussions around the matter have already been started with Maksuturva and lots of great ideas have already been generated.
In applications it is crucial to have payment methods that are modified to mobile platforms. In-app payments make the checkout process hassle free, secure and fast. Offering MobilePay as a payment option has gotten a lot of positive feedback- it is definitely a great example of how fast and easy paying should be. "Mobile payments are definitely the future. The development has just begun and the popularity will keep on increasing" says Antti Akonniemi. When you use the app you already have your mobile in your hands; MobilePay allows you to accept a payment with a single swipe- there is no need to fill out your card information or look for your internet bank-codes. Mobile payments are a trendy way of paying- any web shop can definitely advantage of this method as already a huge part of all purchases is done on a mobile device. In applications it is crucial that payments can be taken care of quickly and easily.
Recurring payments are a central part of in-app payments. The user can save her card information in the app for later use- then she can just accept payments and skip all the form-filling. This also allows that monthly payments or subscriptions can be debited automatically. Consumers are used to this type of easy payments via different applications. WODconnect will also be developed so that it in the future is possible to save card information in the app.
Antti Akonniemi's greetings to other who think about choosing Maksuturva as a payment service provider "I can gladly recommend Maksuturva to otherservice providers!".
A comprehensive payment solution is important in omnichannel sales
Varusteleka was founded in 2003 and has grown into the biggest retail company in Europe in it’s field of army surolus and outdoor equipment.In Finland the web store already has 1,6 million users and an additional 0,6 million abroad. Maksuturva’s paument methods have been in use in the web store since 2016. Maksuturva also provides payment terminals for Varusteleka’s physical store. Varusteleka chose Maksuturva as their payment service provider after a tendering process.
Almost two years ago, in 2016, Varusteleka decided to put their payment solution out to tender. ”Maksuturva offered us the most comprehensive solution for omnichannel sales as well as coherent and comprehensive reporting”, says Sampo Soinio, Director of Online sales & Development at Varusteleka. It was these features that made Maksuturva stand out from the competition.
In addition to online payment methods, Maksuturva also provides payment terminals for Varusteleka’s brick-and-mortar store. ”Compared to previous payment terminals, these new ones are much more advanced and functions are also developed all the time”, says Soinio. With omnichannel solutions you can offer a uniform shopping experience online and in the physical store – for the customer as well as for the merchant. Consumers often act in an omnichannel manner: they might browse products online but make the actual purchase in a physical store or the other way around. Maksuturva’s payment terminals are based on quality, user experience and reliability.
According to recent research, the internet is used most on mobile devices and also mobile payments have rapidly increased in popularity. A modern web store needs to function well on mobile devices and payments have to be easy also with for example smart phones. Varusteleka has naturally taken this into consideration and in Varusteleka’s web store it is possible to pay with Mobilepay for example. ”Easy and fast payments are one of the most important things when it comes to mobile conversion. However, mobile payments still need to be developed further, even on an international level”, says Soinio.
With e-commerce, it is important to stay on top of the current trends and follow the development of payment methods, like Varusteleka does. When you have a payment service provider with a broad selection of different, popular and new payment methods you can choose the ones that suit your web store best. In addition to Mobilepay, online banking and card payments, Varusteleka’s web store also offers invoice and B2B invoice as payment methods. The B2B invoice makes it easy for businesses to order by invoice, when traditionally invoicing is only offered to consumers.
”We have been very satisfied with Maksuturva’s service and they have held the whole thing together well”, says Varusteleka’s Director of Online sales & Development Sampo Soinio. Previously the payment services for Varusteleka’s physical store and web store have been bought from different payment service providers and Varusteleka has tried several providers over the years. Now Varusteleka feels that they have reached a good co-operation with Maksuturva. ”If you value straightforward service and a comprehensive range of payment methods through one payment service provider, then it’s worthwhile to consider Maksuturva!”, says Sampo Soinio.
Transaction-based gross settlements are the choice of a big web store
The Finnish Fair Corporation, the company that owns Messukeskus, was founded in the year 1919. In 1975 Messukeskus moved to the Pasila district in Helsinki and nowadays is an international expo and convention centre that hosts 2200 meetings and congresses as well as 75 fairs every year. There are for example 40 meeting rooms, 7 exhibition halls, tens of cafés and restaurants and 244 hotel rooms at Messukeskus. Tickets to events are sold at Messukeskus’ web store where Maksuturva’s payment methods have been in use since 2014.
The Messukeskus ticket store shop.messukeskus.com was taken in use in 2013 and already during the first year it became clear, that the operational concept of the web store’s payment service provider at the time was very time consuming. Bundled net settlements that the service was offering at the time caused a huge amount of manual work with reconciliations and accounting, so Messukeskus needed a service feature that can make the process automatic. Investigations into finding such a service began in the beginning of 2014. “At this point, Maksuturva came into the picture by paying attention to the customer’s needs and offered us transaction-based gross settlements. We chose Maksuturva as the payment service provider for Messukeskus’ ticket store because they listened to the customer’s needs and were able to offer a solution that fit these needs for a reasonable price”, says Eila Immonen, IT project manager at Messukeskus.
In 2014, Maksuturva was developing the gross settlement model and in the fall Messukeskus was one of the first customers to take the new settlement model in use. There was a training session held for Messukeskus’ employees about Maksuturva’s services and technical details were reviewed and refined in a collaborative project with the web store platform provider over the course of a few months. “The project was handled efficiently and Maksuturva offered us support in the integration of the payment service”, says Eila Immonen.
Messukeskus uses a transaction-based gross settlement model where payments are settled to the web store separately, in full and with a reference number generated by the web store. Transaction fees are billed afterwards. Messukeskus’ web store, that uses the Magento Enterprise platform, sends the sales orders directly to the accounts receivables of the accounting system with the order reference that the web store has generated. The settlements that Maksuturva makes go to the accounts receivables through OpusCapita and are added to accounting, where revenues can be automatically recorded in the right dimension. “Maksuturva’s service has worked excellently”, thanks Eila Immonen.
As payment methods, Messukeskus uses Intelligent Invoice and Part Payment in addition to online bank, credit and debit card and Masterpass payments. “The opportunity to pay tickets by invoice has been received as a very good option among our customers”, says Riitta Ulmanen, customer service manager at Messukeskus. Especially the organizers of fair trips in smaller associations and other groups have been satisfied with this payment method. Invoice is especially useful for groups: all tickets can be bought at the same time and added to the same order and the invoice can be paid when the tickets have been paid for by the participants.
Messukeskus is renewing its entrance systems during 2017-2018. Customers that have bought their tickets in the web store and print ticket users can use a QR-code for entrance in the future. Next year visitors can also register for professional events at Messukeskus for a fee. In the future Messukeskus will also start using Maksuturva’s payment services for the payments made in the visitor registration system. “Here at Messukeskus, we have been satisfied with the service and the operational security of the payment system. During all these years there have not been many problems with the service. No news is always good news…”, says Eila Immonen.
Recurring payments bring ease to paying and the web store’s processes
Six years ago, when Sanna Lindroos was sitting at the kitchen table thinking of what to cook for dinner and planning the shopping, she suddenly got a thought: how convenient it would be, if you could get groceries delivered to your door and someone had already planned your meals! There was no such service in Finland, so she decided to come up with one. The service is based on a passion for cooking and enjoying healthy food and wanting to make people’s everyday life easier.
Sanna developed a service, Sannan Ruokakassi or Sanna's grocery bag in English, where the customer only visits the web store once – to choose the appropriate grocery bag for them and how often they want it delivered to their home. After that, the customer need not worry about it. Ever since the beginning, it was clear that paying for the order has to be as easy and convenient as the order process itself. The solution to this was recurring payments, which makes paying for your order hassle-free and automatic: the groceries are delivered to the customer’s door and then either their credit card is charged or they are sent an invoice in agreed intervals. From the web store’s point of view, this automatic charging of credit card or billing has made it possible to leave out many time-consuming tasks from the process. The reporting of payments also works in a consistent manner regardless of payment method, which saves a lot of time and resources in book-keeping.
Maksuturva was chosen as the payment service provider for Sanna’s service because of the flexibility and ability to create a payment service according to the web store’s specific needs. ”At Maksuturva, it was quickly understood what kind of solution we were looking for and the payment service was easy to take in use. Maksuturva has been a partner for us, providing expertise and vision to the project”, says Sanna Lindroos and continues to tell us, that Maksuturva is a unique partner for projects, where services need to be adapted and tailored according to the needs of the web store or online service.
The service has multiplied its turnover in the last couple of years. Sanna Lindroos says, that especially during such massive growth, it is important to have partners that support the development of your business. The web store needs to be able to concentrate and invest in their core business and in order to do this, you need to have reliable partners – services need to function impeccably. ”We have received good service from Maksuturva and our co-operation has been great. The people at Maksuturva have known which questions to ask and we have received answers to our questions quickly. This enables us to provide our customers good customer service as well”, says Sanna Lindroos.
The core idea of Sanna’s service is to help people in their everyday lives. The story of Sanna and the service she developed is a good example of noticing a gap on the market and seizing the opportunity while offering people a service, that can make their life a bit easier. Everything needs to work smoothly and effortlessly for the customer, and the service is continuously developed regarding both products and usability. As a tip for others planning on setting up their web store or to those, who already run one, Sanna says: ”Choose good partners that you can have a good co-operation with and with which you can develop and go further together”.
Internationalization and mobile e-commerce are worth investing in
Reima, founded in 1944, is a legendary Finnish brand concentrating in children’s outdoor clothing. Reima’s clothes are internationally known and the biggest export countries are the Nordic countries, Russia and Switzerland.
Reima’s web store in Finland has used Maksuturva’s payment methods already since 2012. Last year, thanks to a good co-operation, Reima decided to take card payments and PayPal in use through Maksuturva in their web stores in Germany, Austria and Poland as well.
Maksuturva had an important role especially in the development of the web store in Poland: an integration project with Dotpay, a provider of Polish online bank payments, was carried out by Maksuturva in order for Polish customers to be able to use their own bank when paying in Reima’s web store in Poland. Maksuturva’s flexibility in the Dotpay project turned out to be the thing that “sealed the deal” and resulted in choosing Maksuturva to be Reima’s online payment service provider internationally. “Maksuturva is very solution-focused”, says Reima’s E-Commerce Director Heli Viljanen.
In addition to online bank and card payments, Reima’s Finnish web store also uses Maksuturva’s tools for handling refunds. Heli Viljanen says, that this has clearly made the work of customer service representatives easier and processes smoother. This way, customer service representatives are left with more time to do their actual job which is serving customers.
The web store also uses MobilePay, which is an easy and fast mobile payment method. There is a clear trend of e-commerce and online payments becoming increasingly mobile and this is something that Reima is also concentrating their development on. MobilePay is already a popular payment method in Scandinavia and is becoming increasingly popular in Finland as well. Reima has already received good feedback about MobilePay.
“We have received good service from Maksuturva. The account managers have been active and replied quickly to any possible questions”, tells Heli Viljanen. For others planning on setting up a web store or changing their payment service provider, Heli would like to give a tip: think carefully when choosing your partner, because changing to another service provider is always somewhat of a project on its own. When you have a good partner, you can have a good co-operation lasting for years to come.
Managing product returns is the key for a web store’s success
In addition to a wide selection of payment methods, Aukias’s service includes Maksuturva’s tools for managing returns and refunds, which makes the handling of product returns and refunds fast and efficient.
The web store Aukia.fi is part of the Aukia Group, founded in 1956, that also includes th stores Moda Aukia and Jim&Jill whose selection consists of clothing, shoes and accessories. ”We chose Maksuturva for our service provider because we wanted to offer our customers a trustworthy and secure way of paying with the payment method they prefer”, says the web store administrator Timo Aukia.
Deliveries and returns
When it comes to operations of the web store, Aukia has focused especially on reliable and fast deliveries.
”Managing product returns efficiently is the key factor in the fashion web stores’ success. We believe that for our customers the easiness of the returns tools and for us the reduction in the amount of manual work will speed up the cycle of selling returned products and reduce the costs of returns. Our clientele consists of many new online shoppers, and for them the Satisfaction Guarantee of the return tools decreases the threshold for purchasing online”, states Aukia.
Activation of the service
Aukia says the implementation of Maksuturva’s services was conducted excellently: the project combined a ready-made and tested service package and customer-oriented tailoring in order to build a service that was compatible with Aukia’s systems. ”We can heartily recommend”, says Aukia for all who are considering Maksuturva’s services.
Tailored Web Buyer’s Services
The service consists of online payment systems of all Finnish banks, card payments and Invoice and Part Payment services. Moreover, Nanso’s “Web Buyer’s Services” (a feature of Satisfaction Guarantee tools) were customized and skinned according to the company’s brand image.
Nanso Group is a clothing company founded in 1921, and its offering consists of popular brands such as Nanso, Finnwear, Black Horse and Vogue. The company launched its web store in the end of 2012.
A self-service with Nanso’s look
Nanso’s Web Buyer’s were tailored according to Nanso’s brand and practices. The customers can access Web Buyer’s services via the confirmation of order email, and at their service page they can track the delivery, give feedback or fill in a product returns form 24/7.
Easier management of returns
Nanso wished to build a web store system where money transactions are secure, fast and uncomplicated. Also a solution for managing product returns efficiently was needed, because at worst over 20 % of products ordered from Nansoshop.com are returned – a typical return rate for clothing industry. Without automation the handling of returns would have caused significant waste of resources. This is why Nanso chose Maksuturva’s customized payment service with Satisfaction Guarantee tools for returns management.
Liisa Vilén from Nanso Group states that with Maksuturva’s solution it is safe to sell and shop online: a web store does not receive the payments before the customer’s time for returning the order has expired, and both parties are satisfied with the result of the purchase. Customers who decide to return products can check instantly how much money is going to be refunded, and Maksuturva handles the money transactions automatically on behalf of Nanso.
The reconciliation of Maksuturva’s settlements is fast as the sums and reference numbers can be automatically allocated. ”After starting to use the Satisfaction Guarantee tools the amount of work related to our customer returns has decreased remarkably. Special thanks to your quick and professional customer service”, thanks Vilén.
Kone-Glans utilizes Maksuturva’s services in order to make their background processes more efficient
Kone-Glans has invested in careful business planning and utilizes Maksuturva’s services to make the background processes more efficient and leave resources for the development of the core business.
Kone-Glans, a company that is concentrated on selling for instance forest and woodworking machinery, was founded in Salo in 1955. Since then the company has expanded its market area to cover the whole country. The web store of Kone-Glans was launched already in the late 90’s.
More payment methods
Maksuturvas services were integrated in the web store as a part of a renewal process.
“We had been looking to expand the payment options of the web store for a while already, and Maksuturva seemed to be the right choice for our needs. The payment options are extensive and risk-free from our point of view. For us this integration has brought extremely positive experiences so far. Buyers are clearly utilizing the possibility to choose from the large selection of payment methods and we believe this will further increase our sales”, states the Product Manager of the web store, Kalle Glans.In addition to payment methods, the tools for managing product returns are seen as a value-adding service at Kone-Glans. Kalle Glans thinks these tools are a good way to distinguish the web store from the competitors, because they bring the feeling of safety for the customers, and hence makes it easier to make purchase decisions. Moreover, it serves both the customers and the web store personnel by for example making order tracking possible.
Gaining customer satisfaction through reliable service
The web store’s payment methods are managed through Maksuturva. As a result, customers are offered safe online payments, which shows in customer satisfaction.
Maritim has reached a strong market position on international level as a seller of boating equipment. The web store of the company has become an important sales channel in addition to the wide retailer network and a brick-and-mortar store.
Safe payments for customers
The web store administrator Tiina Koivu is excited about the service especially because it makes paying online risk-free: all the payment methods are managed via a trustworthy service provider, and the customers are always allowed to check their purchase before the payments are forwarded to the web store’s bank account.
The company expects customer satisfaction to increase now that all the questions related to the orders and payments as well as possible order returns are handled efficiently and easily.
Maksuturva’s customer service works
Koivu sends happy greetings to all who consider ordering Maksuturva’s services: ”Excellent choice – Maksuturva’s way of handling everything is exemplary. Also the customer service is friendly and quick, outstanding actually. I wish all companies would be like Maksuturva.”
A customized solution enables division of payments to multiple accounts
Payments made in Metsä Group’s web store can be divided and settled to multiple parties.
Metsä Group provides its members with an online marketplace where all its partners can sell their products and services. The more wood you sell, the more you will be credited online store bonuses, which are also accepted as a payment method at the marketplace.
A solution that complies with the web store’s needs
Maksuturva provides a customized payment solution to Metsä Group’s and its partners’ web store. The specialty in this solution, that also includes the Satisfaction Guarantee, is that the payment of one shopping cart can be divided and transferred to multiple merchants.
”With Maksuturva’s Multivendor solution we are able to connect multiple vendors to our marketplace as the money transactions are handled completely automatically. All the steps of the project were handled excellently and we are extremely satisfied with the high quality of the service”, says Hannes Vickholm from Metsä Group.