Nou is strengthening its brand position with a customer portal, app, website, and online store.

A new digital landscape for Nou.

The merger of three different companies brought challenges, including the need to create a consistent customer experience and streamline internal processes. Customers needed a user-friendly environment to manage their devices and submit service requests. It was also important to develop an efficient way for customers to order products such as cartridges and toners, directly linked to the existing ERP system that manages all customer data, orders and contracts.

Phase 2: A customised webshop.

In the second phase, a custom-made web shop was developed, fully integrated with Nou's AFAS software, which centrally controlled product management, order processing and customer information. This eliminated the need for external platforms such as Shopify or Magento, for example, making the platform more convenient and cost-efficient. The webshop is designed for both B2C and B2B customers. Existing customers can easily order associated products, such as cartridges and toners, through the portal based on their connected devices. For businesses, a smart feature has also been added, allowing different users within an organisation to place orders on account. This makes the ordering experience flexible and efficient for every customer.

Phase 3: Everything at your fingertips with the new app.

To further improve the customer experience, an app has been developed that bundles all key functions of the self-service portal into one user-friendly environment. The app is linked to the existing webshop and customer portal, allowing customers to manage their printing anytime, anywhere. Think of viewing invoices, adding or looking up devices, or placing orders including related products. 

Thanks to QR codes on any device, users can easily submit service requests, even without an account. Reporting counter readings, tracking shipments or asking a question about an order can also be done directly through the app. Push notifications automatically keep users informed of important updates. And is there an account manager linked to the organisation? Then you will also see them in the app. Everything is aimed at making it as easy as possible for the user.

Higher customer satisfaction and more efficient processes.

Within two months of launching the customer portal and website, there has been a significant increase in customer satisfaction and process efficiency. Customers can now independently manage their print devices and submit service requests. Behind the scenes, a specially developed Data Management Platform (DMP) handles business logic, in cooperation with AFAS software. The integration of the new web shop has automated several sales processes. Customers now have the ability to easily place their orders themselves, allowing Nou to better assess when stocks are running low. This offers the possibility of incorporating smart features such as automatically recognising and placing certain orders.