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The business impacts of a fragmented customer experience

Arlanda Express

Arlanda Express has been running its airport train service for 25 years. As is common among service providers in the travel sector, its legacy systems were beginning to feel cobbled together.

This was most apparent in the customer experience. Points of sale — kiosks, the website, an app — had been built on an ad-hoc basis and had never been unified. This made for a fragmented experience. Tickets purchased on one channel could not be viewed on another channel (e.g., if you bought a train ticket at a kiosk, you could not access that ticket through the Arlanda Express app).

Pricing was similarly fragmented. Because of inconsistent restrictions across sales channels, travelers on the same train might pay different prices, depending on whether they purchased online or from a kiosk.

Even the employee experience suffered. Because of the fractured ticketing system, train attendants had to carry several large pieces of hardware to check passengers’ tickets. One machine would read tickets purchased through one channel, another machine would read tickets purchased through another, and so on. Machine maintenance and even battery life became ongoing problems.

All of this created business-critical concerns for Arlanda Express. Bus, taxi and ride-sharing services were emerging as competitors, even though the train service was much faster and had exclusive use of the rail lines.

The Arlanda Express team came to Valtech for help in transforming its sales channels, its ticket-checking systems and the back end that connects both.

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Valtech takes pride in having successfully executed the highest volume of enterprise implementations on Contentful globally. This means we have the experience and capabilities to handle complex, large-scale projects with precision and agility.

Contentful's merits as an innovative enterprise platform are also indisputable. They pioneered the concept of Content as a Service (Caas), positioning themselves as the go-to platform for content-first strategies. Contentful is also renowned for its developer-centric approach, empowering developers to work with their preferred tools and languages.

Their API-first philosophy means that APIs are at the core of their offering, facilitating flexibility and easy content sharing and connection. With features like content versioning and role-based permissions, Contentful ensures real-time collaboration and seamless teamwork to guarantee content quality and governance. The Contentful platform is designed for scalability and customization, strengthened by their partnership with Valtech to make these breakthroughs happen.

Their strong API framework makes Contentful a valuable addition to any MACH build. And their seamless integrations with other Valtech partners such as Salesforce and commercetools allow for faster TTM on projects and a smooth launch of new experiences.

 

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We bring powerful Salesforce solutions

Valtech is honored to be a Salesforce Summit Partner, the highest level of partnership, while we advise and support our clients along the project lifecycle, from the analysis phase to the implementation and operations. As a Salesforce integration partner, we cover the whole suite of Salesforce solutions, providing results on the Customer 360 platform.  

 

Valtech is a digital agency that designs experiences spanning the physical and virtual worlds, based on data ensuring a high ROI and customer engagement while meeting the needs of the businesses we partner with.  

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An agency for all

Creating a more connected future

Complexity, uncertainty and rapid technological change have transformed the business landscape. Historical performance is an unreliable indicator of future success and the way we connect to each other matters. The way we learn matters. At Valtech, we share a passion for exploration and an understanding that we cannot go it alone. Across teams, offices and disciplines - our environment, systems and practices are wired for constant learning, agility and resilience. 

 

 

We are so much smarter together

 

Our people

Here to empower, not overpower

Being a global company serving global clients, we believe that our teams should be borderless and reflect the diversity of our clients’ businesses, as well as the society around us. We believe diverse teams in an inclusive culture challenge each other - leading to more innovative and better-fit solutions. We also believe diverse teams will improve business performance and create professional and personal growth opportunities for each individual in our organization. 

 

 

Read more about Valtech's D&I Strategy

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Salesforce B2C Commerce

Your digital store is key to building customer relationships and growing your business. We build the best Commerce sites for you to serve your customers 24x7. 

  • E-commerce Strategy

  • UX & Design

  • B2C and Marketplace implementations

  • Headless/Composable Commerce

  • Innovation Services

  • Order Management System

 

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Salesforce B2B Commerce

Buyers expect the seamless, self-service experience of online shopping whether shopping for themselves or for their business. We help B2B businesses meet their customers where they are. 

  • B2B E-commerce Strategy

  • Fast reorders and contract pricing

  • Purchasing recommendations tailored to each customer in real time 

  • Headless/Composable Commerce

  • Innovation Services

  • Order Management System

 

READ MORE

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Composable is the path to creating differentiated end-to-end shopping experiences thanks to its flexibility, scalability, and ability to facilitate innovation. What’s more is that it’s primed for experimentation, which not only helps to solve today’s challenges, but also shape tomorrow’s opportunities for forming stronger customer relationships.

Kelly Goetsch
 
Chief Strategy Officer at commercetools

 

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You need a ‘One Team approach’. The winning team is the one that realizes that to reap the advantage of freeing up your time, you need to first invest time in training and onboarding activities. When our sales engineers clearly see the value of the customer self-serve, they also become great promotors. For everyone, it’s clear that commission remains the same, so with ecommerce you will actually get more for less!

- Karin Örnsten
 

Smart Portal Program Manager, Atlas Copco

Valtech has been an instrumental and trusted partner in our Digital Transformation initiative. Valtech worked closely with DECIEM to transform our monolithic homegrown commerce solution into a modern e-commerce integrated ecosystem empowered by Salesforce Commerce Cloud. Valtech delivered an MVP product adhering to the agreed timelines and continued working with our teams to enhance and support the product once in production

Julio Torres
 
Director of Technology at Deciem

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We’re a Salesforce consulting partner uniquely qualified to transform your business

We understand that for many companies, Salesforce is vital to their business. As a Salesforce consulting partner, we facilitate and improve the development of business-to-consumer relationships across different touchpoints. From awareness to engagement, purchase and service, we focus on designing and architecting the customer experience that will help our clients build purposeful and human-centered relationships, strengthening their competitive advantage.   

 

We guide and support our clients’ business transformation, and digital transformation as we reimagine the business in the digital age, through the lens of Salesforce clouds and solutions.  

 

From meaningful moments to connected experiences, we design and implement fundamental digital transformation of our clients’ relationships with their customers, powered by the Salesforce product suite. 

 

We leverage Salesforce technologies to build digital platforms that make your digital strategy come true, designing, developing and maintaining solutions for the internet of everywhere. 

 

Across the customer lifecycle, from awareness to loyalty, we run, optimize and innovate your customer engagement on the Salesforce platform. 

Our Salesforce integration solution relies on five major pillars that focus on driving business-to-consumer relationships across touchpoints that forge your differentiator.   

 

Marketing: Turn real-time data into personalized, meaningful moments that build lifelong relationships. Save time and spend with Marketing Automation and Intelligent Insights.  

 

Sales and Commerce: Grow profit with seamless, connected digital commerce experiences on Sales and Commerce platforms. Adapt fast and deliver commerce your way with Composable solutions and fulfill on any channel.  

 

Service: Delight customers by connecting across channels real-time and personalizing every engagement with service implementations. Automate processes and empower teams to do more with less.  

 

Insights: Make business smart with data from insight to action to boost your bottom line. Connect the dots, collaborate and act right in the flow of work for better business outcomes with Tableau.  

 

Platform and Integration: Increase efficiency, productivity, resilience and deliver intelligent customer experiences by connecting your business with a composable enterprise architecture and automate anything with Platform and Mulesoft.  

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Facts & Figures

  • Salsify Silver partner 

  • 5+ projects implemented

  • Practice leads in North America and Europe with a growing global footprint

  • B2B and B2C expertise with top retailers and ecommerce platforms

  • Accelerators can fast track implementations < 2 months

  • Experience in Apparel, Grocery, Industrial, Automotive, and HVAC industries

 

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60%

increase in clickthrough rates

84%

decrease in cost per click

68%

increase in leads generated

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Mars' success story

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danish

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Mars

The Future of Retail: Transforming D2C Brand Experience One of the world’s largest multi-brand manufacturers creates a scalable commerce ecosystem to unify as well as differentiate each of its global brands.

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Pascal Malotti
Global Retail Strategy Lead & Strategy Director at Valtech France

 

 

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I’d be interested to know your thoughts and experiences, message me on LinkedIn to continue the discussion:
Emma Charles
Director of Public Sector Practice, Valtech

 

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