Developing the customer experience of the future - today with Hakonen Hakonen, a service concept company for household appliances, furniture and laundry, thrives to change the world into a more resource efficient and carefree world. The company serves customers in home appliance and furniture stores as well as real estate. Case Hakonen Expertise Software and Digitalization Over the past twenty years, Hakonen has grown significantly as the company has moved away from relying on organic growth and begun expanding through company acquisitions and adopting new areas of business as well. With the new areas of operation, the people at Hakonen realized their company was using multiple enterprise resource planning systems side by side. A new comprehensive ERP system was needed and Etteplan was chosen to develop the system. “Etteplan is one of those rare IT companies that are able to collaborate with other companies instead of solely focusing on their own products and processes. We were looking for the kind of open collaboration where we could work things out without having to keep referring to the terms of our contract,” says Jarno Liikanen, Development Manager at Hakonen. A comprehensive ERP solution built as a digital experience platform (DXP) Etteplan has developed a platform to support all the key operations of Hakonen and their customers. The solution currently includes comprehensive warehousing operations (WMS) with real-time status and location data, value added services and resource planning. Additionally, Etteplan has developed a last mile delivery services portal in the form of a mobile application for Hakonen. The mobile application provides Hakonen’s drivers a tool for driving arrangements, step-by-step route planning and instructions while the end-customers gets a feeling of control through a seamless last mile portal. With the mobile application, Hakonen’s customers can book a time for transport or service at a time that best suits them and easily change it from the app. Their customers can also monitor the progress of the order and thus adapt the service to their own daily life. Ultimately, the most important feature of the app is that it gives users a sense of control that is maintained throughout the delivery. Enabling Hakonen to be a pioneer of their industry with third-party logistics The ERP solution delivered by Etteplan increases operative efficiency through automation, cost effectiveness and enables service with third-party logistics. It provides operational transparency for Hakonen with situational awareness and increased control which decreases errors throughout the process and reduces costs all around. Moreover, Etteplan was able to simplify the cloud architecture of Hakonen and achieve significant cost reductions. With Etteplan’s support, Hakonen can develop the service platform which will in turn support the growth of the company as a pioneer of the industry. The ongoing development and weekly cooperation between the companies enables new integrations and modifications whenever needed. “We want to support Hakonen in achieving their mission of removing their customer’s worries and developing the customer experience of the future, today,” summarizes Teppo Hakala, Etteplan’s Project Manager for Hakonen.