The History of Smart Service
More and more companies are realizing the greatness of getting control and automation on the supply and consumption of consumables through one of Swedol’s Smart Service solutions. The demand from our customers for smart cabinets and other solutions is constantly increasing. But how did it all start once upon a time? Here we offer the story of Smart Service:
– The idea of Smart Service was born about 15 years ago, at a time when customers were demanding more stability and cost control over the products they used. We wanted to meet that need and create a solution that made it easier for our customers to get the service they needed, says Timo Kaartinen.
At that time, Timo was employed as an MDM Manager at TOOLS Finland. Today, he works full-time developing Swedol’s and TOOLS’ Smart Service for our entire Nordic market.
A Memorable Trade Fair Experience
When Smart Service was to be introduced, the team participated in the largest trade fair in Finland, Alihankinta, where they exhibited a vending machine.
– We thought it would be an easy task, but we got our booth placed outdoors, which was a surprise, laughs Timo.
Despite the biting cold, we stood there throughout the fair demonstrating our device. It was a great success!
It was not just the product itself that was new and exciting; it was also about improving the customer experience.
– The purpose was to create an easier way for customers to ‘call home’ their predetermined assortment. Previously, customers often had difficulty finding the right products, which could take time and waste resources. The purchasing process was also often very manual, which incurred significant costs.
The Development of Smart Service
Many in the sales organization testified that their customers were asking for the type of solution shown at the fair, and the development of Smart Service took off:
– After the fair, the organization got a taste for it, and I was tasked with developing Smart Service as a side project to my regular duties. We were a small team of five people, and everything was new to us. We made the best of the situation, used existing resources, and asked for help where we needed it. And despite the challenges we faced, we managed to adapt our processes to meet what the customer was asking for, recalls Timo.
Reaching Out to Customers
When the team realized there was a great need for the new solutions, they began training the salespeople.
– At first, I attended all the meetings we had with the sales organization, whether they were nationwide or local meetings. Through our salespeople, the team gained a greater understanding of the customers’ needs, while the salespeople learned the benefits of our new sales channel and could start talking to their customers about Smart Service.
The name “Smart Service” did not exist then but appeared much later.
– Someone started using the name, and it stuck in our heads and has become convenient to use in our communication with customers, says Timo.
A Forward-Looking Future
Today, Smart Service is available to all Swedol customers in Sweden and TOOLS in Norway and Finland, and they have established themselves in the industry as a reliable partner. The group working with Smart Service follows the regular sales organizations and business strategy – but also has its own plan to reach new customer segments.
And Smart Service works to meet the needs of customers of all sizes.
– Large customers often include requirements for the service already in the procurement phase. They know they save money by keeping track of their purchases of, for example, consumables, so they also require us to have a solution for it. If we did not have a well-functioning system for supply management the way we do, it would be difficult to match their requirements.
Smaller customers often have a more diffuse idea of how Smart Service can be an option for them.
– Several of our solutions are excellent for smaller companies. As soon as there is a need to continuously supply employees with consumables and want to get a better handle on consumption, Smart Service is an option to look at, says Timo.
Continued Development
In the future, the team behind Smart Service will continue to develop functionality to meet customer needs.
– Companies that switch their purchases to smart cabinets often remain in those systems over time; these are systems that you do not want to change in a heartbeat. Therefore, it is important that we are always at the forefront of our development to meet their needs and demands, says Timo.
Smart Service is not just a product; it is a solution that helps our customers get what they need for their business. We should always strive to be at the top and deliver the best to our customers, concludes Timo.
