K in Action:
K-Rauta Renovation Master for successful renovation projects
Consumers today are less often doing building and renovation projects themselves. Instead they outsource the projects to professionals. The reasons are many: building and renovation are getting more and more technical, in addition to increased regulation. And as societies age and become wealthier, services are used more. K-Rauta’s surveys reveal that customers may have doubts about renovation – they are unsure about the costs and what it involves in practice. The K-Rauta Renovation Master service concept provides the solution.
The K-Rauta Renovation Master helps the consumer customer succeed in their renovation projects from planning to completion. During autumn 2016, this multichannel service concept was tested in kitchen renovations at two K-Rauta stores and content related to kitchen renovation and inspiring planning programmes were provided online.
The service concept has been designed to help customers with renovation projects. Its current offering includes Cello kitchens on a turnkey basis.
The digital services have been integrated into the customer’s journey from web to store.
Customers interested in kitchen renovation can get information online on, for example, what a kitchen renovation project involves and the things to take into account at the planning stage. The web content offers a comprehensive package of information for anyone dreaming of a kitchen renovation. Find out more here: https://www.k-rauta.fi/inspiraatio-ja-ohjeet/keittioremontti (in Finnish).
In the store, the customer finds an active kitchen salesperson whose main priority is to make the customer’s dream of a new kitchen come true according to the customer’s needs, wishes and other conditions.
Customer-facing screens displaying the entire kitchen renovation process from start to finish have been tested at the stores. The screens are also a useful tool for the salesperson to illustrate the renovation process to the customer. The customer can also see the new kitchen planned for them virtually through 3D VR glasses.
Customers who have purchased a kitchen renovation will get a renovation project management app on their phones. The application keeps the customers informed of the renovation progress step by step and allows them to send messages to communicate with the salesperson and to read all the renovation related documents.
The kitchen salesperson acts as the Renovation Master in the customer’s kitchen renovation project, which means taking care that the project advances according to plan, and communicating with the customer and the contractor.
”The first experiences of the pilots are encouraging. I’m convinced that we will be able to improve the satisfaction of renovation customers and we aim to provide an excellent renovation experience. The K-Rauta Renovation Master concept will be deployed and developed further in 2017, allowing us to offer our customers solutions for the renovation of all room spaces,” says Sari Hujanen, Development Director of Consumer and project customer sales development, building and technical trade division.