Cervera is building customer relationships using BankID
Since last year, the vast majority of members of Cervera's customer club have been logging in using BankID – which has simplified the digital customer journey.
Expanded online sales and increased satisfaction
In just 18 months, Cervera's online sales increased significantly, from 92 million to 500 million. The reasons behind this are the improved customer experience and increased customer awareness.
– After we implemented BankID, the number of purchases logged in rose from 40 percent to 70 percent in an incredibly short time. Today we have 1.7 million club members and this increases our understanding of the customer's journey and gives customer services the space to help customers with more than just login issues. Plus, this solution saved us a lot of money, says Nic Staeger.
The BankID login to Cervera’s members club allows the customer to easily see the status of their current purchases, to view a history of all their previous purchases and to manage consent, for example, to receive marketing on social media.
– I would say that the customer experience with BankID is 80 percent about simplicity and 20 percent security, says NIC Staeger.
Nic Staeger believes that it is important to be data-driven and to understand the world in which customers live, the world of price comparison sites and search engines.
– In the past, we were able to determine what the customer would buy from us. Now it's more about knowing what's going on outside our own world and knowing what customers want, preferably before they know about it themselves. And of course, it's also really important to deliver on time too.
Client Case: Lifvs
Lifvs operate a chain of small grocery stores in places where the need is most acute. The stores are open 24 hours a day and unstaffed. Digitisation makes it possible and customers identify themselves and unlock the store using BankID.