Vianor and mScheduling

Vianor, Nokian Tyres and mScheduling; efficient and enhanced customer service with iSMS –tyre change solution

Vianor is the biggest retailer of tyres in the Nordic Countries with 170 retailstores in Finland, Sweden, Norway, Lithuania and Estonia. For Vianor, which sells over million tyres each year, developing of processes, offering and 5-star services has always been a top priority.

Previously the management of seasonal peaks, when people change their tyres, has always created major challenges to Vianor. When up to 40% of the annual turnover is created within few weeks of hectic work, it is crucial that both customer scheduling and servicing operates efficiently and reliably. Vianor, together with Nokian Tyres, BookIT and Elisa developed an iSMS tyre change solution, which enables more efficient scheduling of tyre changes and enhanced customer service.

The new iSMS –tyre change solution enables Vianor to send a message with the proposed time slot to the customer’s mobile phone. Customer can then accept the proposed time, require a new time or ask to be contacted. With this iSMS solution Vianor has already been able to reduce the overload peaks, improve utilization of available capacity, save costs while improving customer service and satisfaction. This interactive and intelligent SMS solution has enabled Vianor to schedule the work more smoothly and to serve 10-15% more customers with same capacity.

Interactive communication with the customer through the iSMS solution can directly improve profitability, customer service and satisfaction as well as competitiveness.