how to create a positive customer experience for 2 billion visitors

How to create a positive customer experience for 2 billion visitors

Eva von HaartmanV7.0

Eva von HaartmanHead of Multichannel Services at IKEA IT

2.900.000

2.900.000 meatballs/day!

The IKEA vision

To create a better everyday life for the many people.

OPERATIONS IN 43 MARKETS

2Billion visits to

IKEA.com

771Million store visits

NORTHAMERICA52 Stores

EUROPE229

Stores

RUSSIA14

Stores

ASIA27

Stores

AUSTRALIA

6 Stores

2 billion visits to www.ikea.com

~322 million transactions in cash line

1.5 million truck moves ordered

2 billion visits to www.ikea.com

~322 million transactions in cash line

1.5 million truck moves ordered

2014

Cooperation Stability Speed Functionality

Transformation journey 2014-2016

Improved cooperation

• Together

• Common calendar

• Campaign work flow model

Stability

• End-to-end service models

• End-to-end monitoring

• Customer journey monitoring

Time to market

• Improved test and quality control

• Agile wow

• Range integration

Improved functionality

• Improved check out

• More payment possibilities

• Click and collect

• Sales place location

• Ratings and review

Complete compliance on KPIs for FY16

2016Supported and managed 200+

campaigns FY16

eCom sales growth with 30% in FY16

Facts & figures2014 2016Stability

70% 92%7 days 2 days95% 99.6%

SLA

No of days IKEA could not sell (in a year)

IKEA.com availability

Quality Days - % of days in a month without critical incident

50% 91%

Time to market

1 850% >95%0% 93%

Releases – per quarter

Online Buyable products Globally

Automation testing enabling faster and multispeed deliveries

Product load lead time from source to IKEA.com

22 days 5 days

Improved functionality

20% 59%9,084 33,7110.3% 0.44%

Mobile traffic increase

Buy more in IKEA.COM – orders per day

Converting customer to buyers

Attracting more customers – visitors1 Bn +2.1 Bn

Togetherness

THANK YOU!

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