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Less administration, increased sales for Danish homegoods chain Kop & Kande

Published on 21 Jun 2023

Contributors

With 15+ years of experience in strategic marketing and communications roles, for Nets I focus on presenting e-commerce market insights in a way that is easy to understand and practical.

Problem: Establishing a new foundation for the Kop & Kande omnichannel business

Kop & Kande’s tagline reads: “Professionalism and pride for more than 35 years.” This popular Danish homegoods store has a tradition of offering Danes high quality, affordable items to enhance their living and their quality of life– from service ware and kitchen appliances to bedding, decorations, and even barbeque equipment. They have approximately 100 stores across the country, plus in Greenland, Iceland, the Faroe Islands and Shanghai.

The company constellation is best described as a voluntary chain or A.m.b.a. — in which individual stores operate independently but with guidance and resources from a central headquarter. Altogether, Kop & Kande has around 550 employees ready to help customers.

Kop & Kande is described now as a long-term user of the Nets online payment solution for their e-commerce platform, but it began their journey with a previous version of the software. E-commerce has become an increasingly growth focus at Kop & Kande, and that was also why the chain chose to develop a new technical foundation as well as a more modern user experience. And with this prioritization, it sought a payment solution that could fit with its ambitions to modernize its online presence and help convert online visitors into customers.

The question under consideration was whether it should remain a Nets customer and if there was an updated version of the offering that could match the user-friendliness and ease of use of its newly designed webshop.

 

Kop and Kande case quote English

Solution: Invested in Nets Easy to offer online shoppers the convenience of multiple payment options and easy checkout

“We looked into different payment providers but decided to go with Nets Easy. It was modern and provided most of the payment options that our customers prefer to use for their purchases. We also knew that Applepay was in the product development roadmap, and that Nets was investing in continual product development to keep in step with market demands,“ says Sandra Lou Neergaard Lind, Head of Tech, Data & E-commerce at Kop & Kande.

Sandra was involved in Kop & Kande’s digital transformation and was key in deciding on the design of the new webshop, including its payment provider. Top of mind was the customer experience.

“Another feature we appreciated with Nets Easy is that because it had such a presence in Denmark with other retailers, customer data was stored within its system. This meant that any customer who has purchased items from a retailer already using the Nets payment solution, had his or her data readily available when it was time for checkout with Kop & Kande,“ explains Sandra.

She continues, “This added a layer of convenience that helped make checkout quick and easy, and this guaranteed that customers would not abandon their shopping carts—at least due to being annoyed at having to type in all their shipment and payment data.”

Sandra adds that owners of the 100 stores in the Kop & Kande family already had the Nets point-of-sale payment terminals, and so selecting Nets Easy would become an all-encompassing solution.

 

Kop and Kande image

Result: Less administration, increased sales, and a partner for digital transformation

“With the old webshop, e-commerce side of our business was not very big. By bringing our ecommerce operations up to date, we were able to align with the growth strategy. Nets Easy as the webshop payment provider was the perfect solution for us to help us launch a fresh digital start,” explains Sandra.

Sandra explains that it was very helpful during implementation that she had a chance to talk to the developers at Nets and understand the process in detail. She explains: “The support was great. I could always get connected to people who could answer my questions and take care of any issues. On the business side, contacts were always available to answer questions, too. The process was very good— with good guidance and feedback along the way.”

Sandra says she noticed an increase in the number of customer transactions. E-commerce is one of the growth focuses for Kop & Kande— something that she says they expect will continue to grow. It has indeed expanded quite a lot since they began adding more resources and focus on the ecommerce business.

“If we compare in revenue and number of transactions in 2019 vs. 2022, we see quite an impressive increase in omnichannel sales, and from benchmark index numbers we can see that we outperform the market as well. Enhancing the digital customer experience has have a lot to do with it; and to be honest, we don’t think about Nets Easy often—because it works and is a stable, reliable part of the webshop operations.”

When asked what their plans are for the future, Sandra shared that omnichannel growth is becoming more and more a priority as we naturally also recognize that a lot of existing and potential customer interactions begin with our online presence and that digital initiatives can support the individual stores in a very broad perspective. Omnichannel is our way of thinking at Kop & Kande. We have click & collect, reserve online and pay in store, and of course pure webshop sales in which the customer pays online— through Nets Easy.”

 

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Per Erik Kirkaune

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Previous payment solutions have given us lots of manual work. We had to log into several portals to manage transactions, and there was much fraud. With Nets Easy none of that is an issue anymore.

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