Halpa-Halli expands to web and invests in customer service
"We want to offer our customers the same local and safe shopping experience through our web shop to which they are accustomed to at our brick and mortar stores. The quality of our customer service is a top priority also in the development of our web shop."
- Tuomo Simojoki, Business Director, Halpa-Halli Ltd
Esko Ylinen, the founder of the Halpa-Halli department store chain, had a childhood dream of a store where you could buy lots of goods with little money. With this mindset Halpa-Halli has been delivering everyday groceries and products to Finnish customers from the year 1969; almost for 50 years. Today Halpa-Halli employs close to 1500 employees and the chain has 38 stores located all across Finland. In fact Halpa-Halli gathered a few years of experience from managing a web shop in the early 2000's and is one of the pioneers of selling products over the internet in Finland. For the last few years Halpa-Halli has practiced e-commerce via Halpa-Halli's specialty sports and hunting products store chain HHsport.
With this new web shop Halpa-Halli opens their whole product range to e-commerce. Most products sold at the brick and mortar stores are available via the new web shop like dressing for the whole family, home textiles, cosmetics and home and leisure time commodities from Finnish glass all the way to bicycles. Halpa-Halli expands their web shop product range continuously and the selection will also include seasonal products in the future. "We want to develop our digital services offering by creating and embedding a totally new web shop team to Halpa-Halli's organization. With this we are answering to the changes on consumer buying habits and increased desire to purhase from the web", says Janne Ylinen, CEO at Halpa-Halli Ltd, and continues: "This is an excellent time to expand our e-commerce offering to include the product range of Halpa-Halli's department stores".
The core offering of Halpa-Halli's brick and mortar stores is a safe and carefree shopping experience whether you come alone or with your family. "We want to offer our customers the same local and safe shopping experience through our web shop to which they are accustomed to at our brick and mortar stores. The quality of our customer service is a top priority also in the development of our web shop", says Tuomo Simojoki, Business Director at Halpa-Halli Ltd.
To achieve the same level of safe and carefree shopping experience at their web shop Halpa-Halli focused on the quality of customer experience on their web shop project from the start. "We wanted to build a modern, flexible and customer oriented customer service. Easy usability, omni-channel approach and the tracking of customer satisfaction were the core points when we chose our customer service system", notes Eveliina Palola, Customer Service Coordinator at Halpa-Halli Ltd and continues: "In order for us to reach the level of customer experience we want to offer to our web shop customers we need to be reachable to customers via all the channels our customers use whether it's the web shop itself, Facebook or phone. In order to continuously develop our customer service and the whole customer experience we can't be afraid to ask feedback from our customers about the quality of the service we provide".
For web shop platform Halpa-Halli chose Magento 2 delivered by Piimega Ltd and for their web shop customer service Halpa-Halli chose Zendesk to handle all customer service and customer interface communications delivered by Pepron Ltd. "Halpa-Halli made an excellent choice by combining the world's most popular web shop platform with the worlds most popular and used customer service platform. From the customer service point of view this has enabled us to build a flexible web shop environment which we can modify on par with the ever changing requirements and customer experience associated with a web shop nowadays", states Henrik Heusala, VP Collaboration Services at Pepron Ltd.