Nou, born out of the merger of Canon Business Center North East, OSN Netherlands and Repromat, had the ambition to innovate the business printing market. Their approach focuses on offering innovative print subscriptions and targeted services. This merger provided an ideal moment to develop their digital landscape, aiming to provide customers with an optimal experience and automate internal processes. The solution? A self-service customer portal, a new website and a customised web shop.
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.
"The nice thing is that the longer we work with Cube, they start to feel more and more like our colleagues. As the project progresses, we speak the same language more and more and it seems like they really work with us."
Suze
Marketing at Nou
Phase 1: A customer portal and website.
Nou koos Cube om een op maat gemaakt digitaal platform te bouwen, met een focus op het klantenportal en de website. Cube vertaalde de brandguide naar een gebruiksvriendelijke en aantrekkelijke website en klantenportal. De website biedt een optimale balans tussen design en functionaliteit, met een helder navigatiemenu en volledige integratie met het portaal voor een optimale gebruikerservaring.
Self-service customer portal.
Customers should feel happy when they interact with Nou, which is why self-service functionalities have been developed in the customer portal. Customers can easily manage all their devices within the organisation and view and enter counter readings. In addition, it is possible to submit service requests for specific devices and customers can also easily order associated products such as cartridges, paper and toners. This makes the ordering process simple and accessible.
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.
"Digital heroes! Eastern sobriety with worldly wisdom from across the universe. Cube delivers beautiful work!"
Theo Hek
General manager at Nou
The challenge of an AFAS integration.
One of the most technical and complex parts of the project was the integration of the web shop with Nou's existing AFAS environment. AFAS acts as the central ERP system for customer management, orders, contracts and financial administration, among other things. The challenge was to fully synchronise the webshop with AFAS, without using an external e-commerce platform such as Shopware, Shopify, Magento or Lightspeed.
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.
Configurator
In addition, a configurator is available that allows companies to easily manage their printing needs and machines. The configurator also makes it possible to set up a lease contract for a fixed term. This way, companies always have the necessary printing materials and the right equipment for a fixed monthly fee. By automating processes and reducing dependence on manual tasks, Nou can operate much more efficiently.
Significant improvements through digital transformation.
Through its digital transformation, Nou has made significant improvements, resulting in greater customer satisfaction through its new self-service capabilities. Both employees and customers save time thanks to efficient processes for managing print devices and submitting order and service requests. Process automation, including through integration with AFAS software, has contributed to even smoother operations. With the new website, webshop and customer portal, Nou has realised a future-proof digital solution that perfectly matches their ambition to serve customers optimally. This provides a solid basis for further growth and innovation.
A social Front-end Developer who loves structure and always keeps an overview. A valuable colleague within our team - not only on the shop floor, but also at Friday afternoon drinks!
A social Front-end Developer who loves structure and always keeps an overview. A valuable colleague within our team - not only on the shop floor, but also at Friday afternoon drinks!
Thanks to Melanie's process-oriented approach, nothing gets left behind and everything comes together within the projects. With her enthusiasm, she takes the team with her in this.
Thanks to Melanie's process-oriented approach, nothing gets left behind and everything comes together within the projects. With her enthusiasm, she takes the team with her in this.
A creative and curious professional with a passion for design and FC Twente. Cheerful, enthusiastic and always up for a good conversation, she brings both atmosphere and quality to her work.
A creative and curious professional with a passion for design and FC Twente. Cheerful, enthusiastic and always up for a good conversation, she brings both atmosphere and quality to her work.
Roy has made his hobby his profession, with a passion for programming and an eye for detail. A quiet, extremely thorough developer who has his work cut out perfectly.
Roy has made his hobby his profession, with a passion for programming and an eye for detail. A quiet, extremely thorough developer who has his work cut out perfectly.
As fanatical as Jarno is in the gym and on the tennis court, he is also committed within Cube. His strength? Thinking along with clients' business and getting to the heart of business processes.
As fanatical as Jarno is in the gym and on the tennis court, he is also committed within Cube. His strength? Thinking along with clients' business and getting to the heart of business processes.
An expert in app development, who loves to share his knowledge! With a keen interest in others and a determined attitude, Joost is an asset to any project.
An expert in app development, who loves to share his knowledge! With a keen interest in others and a determined attitude, Joost is an asset to any project.
With a passion for imparting his expertise to colleagues and clients, Remi is known within Cube as the team's mentor - or as many call him: 'the Padre'.
With a passion for imparting his expertise to colleagues and clients, Remi is known within Cube as the team's mentor - or as many call him: 'the Padre'.
If there is anyone you can count on within the team, it is definitely Justin! With his sense of responsibility, he radiates calmness to his colleagues.
If there is anyone you can count on within the team, it is definitely Justin! With his sense of responsibility, he radiates calmness to his colleagues.
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