A local partner is important when entering new markets
Nordbutiker AB was established in 2005 and operates several web stores in Sweden. Growth has been fast in the last few years and after 12 years in Sweden, Nordbutiker recently opened web stores in Norway, Denmark and Finland. The web store operating in Finland is Rull.fi and the main business is sales of electrical bikes and scooters as well as electrical cars for children. They pride themselves in high quality products and good service. The Finnish web store has reached substantial success and Finland is now the second largest market for Nordbutiker.
When Nordbutiker was investigating possible markets in the Nordics, Norway was considered to be the best opportunity. However, Finland has quickly developed into the best market for Nordbutiker and Rull.fi has gained popularity among Finnish customers. “Maksuturva has helped us enter the Finnish market in an easy, fast and successful way”, says Anders Lorenzen Andersen, Nordic expansion manager at Nordbutiker AB.
In Finland, it was important for Rull.fi to offer customers online bank payments as it is still the most popular payment method among Finnish customers. For a good conversion rate it is crucial to offer customers local, popular payment methods. Through Maksuturva, it was easy to take online payments of all Finnish banks in use through one contract that also includes invoicing, card payments and MobilePay. Anders Andersen says, that MobilePay was one of the reasons why Maksuturva was chosen as partner for Rull.fi; mobile payments are constantly growing in popularity and web stores that invest in mobile development will be the winners of tomorrow. Invoicing is a good option for more expensive purchases. Maksuturva makes it easy for the web store’s customer to choose whichever payment method they prefer and for the web store it is convenient to get all payment methods with just one contract. Rull.fi also handles money refunds through Maksuturva’s service, which saves time and effort and makes refunds easy.
“We are a bit surprised at how well Rull.fi has been received in the Finnish market. We have wonderful customers that trust our web store, and we believe one reason behind that trust is Maksuturva as a local, Finnish payment service provider”, says Anders Andersen. For Rull.fi, a local partner like Maksuturva is important in understanding local customers and their needs and establishing a position in the new market. The relationship between Maksuturva and Rull.fi is a partnership and Maksuturva has been happy to offer Rull.fi support and expertise when entering the Finnish market. Anders Andersen tells us, that it was very easy to set up Maksuturva’s payment system in the web store and that they have always received fast, personal and accessible service on a completely new level from Maksuturva. The whole process of setting up the payment service was very straightforward.
Recently Nordbutiker opened its second web store in Finland, www.evobike.fi, and this time Finland has the honor of being the first country in which this web store is launched, followed by Norway and Denmark. Nordbutiker has high ambitions for the Finnish market. Anders Andersen would like to encourage other foreign companies in entering the Finnish market as well. After all, with the right partner, it is easier than it seems!
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”.
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.
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.