how to create a positive customer experience for 2 billion visitors
TRANSCRIPT
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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