Improved service through personalised user experience

Challenge

The Veikkaus online service has a large amount of customers that visit the site frequently and repeatedly. Veikkaus wanted to develop their services in a manner where the service adapts itself to the needs of the customer, in real time.

The change required the implementation of new technology and a change of the content management system. These changes required the expertise of an experienced partner, which Veikkaus found in Loihde. The project resulted in the ability to tailor service on a personal level, and above all, to offer even better service to customers.

Solution

During the project, our experts at Loihde came along to research the offered systems on a global level, to produce specifications for quote requests, and to further the matters at hand. Veikkaus was presented with an actual business case–of what the advantages were made of, and what they meant, both in practice and in euros. Additionally, a description was created of the future architecture.

“We needed a system change as well as a lot of new know-how for our staff. We acquired a real-time personalizing engine and a content management system. We also renewed the extranet for Veikkaus retailers. The Loihde staff performed comparisons, called for tenders and moved the project along, but they also transferred their own know-how to our staff. This was exactly what we needed,” says Antti Tiihonen of Veikkaus, thankfully.

Results

The Veikkaus website now uses personalized service and content that changes based on the customer’s purchase history, for example. Tiihonen is very satisfied with the end result. Customers receive better service now, and according to indications, they are also returning.

“We definitely achieved the commercial benefits that we sought out. We now have a better ability to target personalized content to customers. In addition, development is data-based and is more agile and cost-effective than before,” says Tiihonen.