Customer case study: Sanitairkamer: omnichannel payments ensure efficiency and growth

Customer case study: Sanitairkamer: omnichannel payments ensure efficiency and growth

Your bathroom is the place for a luxurious moment to yourself. And Sanitairkamer understands this well. With creativity and experience, they create the perfect bathroom atmosphere. And thanks to automation and linked payment systems, Sanitairkamer has now also established a rock-solid omnichannel strategy. With this, the company processes more than 10,000 orders per month through both online and in-store sales locations. We spoke with Jelle van Nieuwenhuizen of Sanitairkamer, and Michel Wams of Pay. about the power of the omnichannel approach.

 

sanitairkamer-logo

 

Sanitairkamer in brief.

- Sector: home & living
- Founded in: 2012
- Number of employees: 100
- Number of retail locations: 6
- E-commerce platform: Magento 2
- Payment methods offered:
- iDEAL
- PayPal
- Klarna
- Bancontact
- Credit card
- Business payments via Biller
- Cash on delivery

 

From paper to digital and everything automatic.

Until a few years ago, many processes at Sanitairkamer were still paper-based. Like collecting orders - with printed picklists, the team would manually collect an order. This caused many errors: orders got lost, were delivered twice or customers received the wrong order.

So automation was a prerequisite for Sanitairkamer's future success. Going with an application that collects orders from a handheld scanner was one of the highest priorities. In addition, delivery times were also automated in the shipping process. Thus, the team can now see - from the moment an order is placed - when an order is to be delivered, and thus when the order is due out the door.

But this turned out to be only the first part of the project: automating the shipping process caused the ERP system to crash - it could no longer handle the huge amount of data and orders.

The company then decided to make the switch to Exact, using our integration partner xCore. The linking platform for all e-commerce links. It is also decided tocompletely overhaul thewebshop, from Magento 1 to Magento 2. The opportunity is also being taken to work with a new payment partner. "We invited the 4 or 5 biggest names in payments-land to make a proposal: what can you do, and what are the costs? And then we chose Pay," says Jelle van Nieuwenhuizen, Finance & IT Manager at Sanitairkamer.

Pay. is highly advanced in its open API, which made the data integration with Magento and subsequently with Exact very easy. Moreover, the interface is simple, and the rates are very competitive — which is not unimportant.
Jelle van Nieuwenhuizen
Finance & IT-manager Sanitairkamer

All payments through one simple and configurable platform.

Before Sanitairkamer began its digital transformation, payment processes were organized differently in each store. This was administratively inefficient and, in the new digital setup, ideally needed to be centralized under the same payment provider. However, around 80% of orders were placed online. So the payment provider also had to handle that part: the ability to manage both online and in-store payments with one payment partner was very important for Sanitairkamer.

“We wanted a payment service provider that can offer a variety of options. With other payment service providers, you face high costs to build an integration with a payment method such as Klarna or Riverty. Or it is complicated to configure the payment system yourself. Pay. simply has this well organized. I can add a payment method in no time. That is incredibly valuable to us,” says Jelle. “And Pay. actively thinks along with us. If something comes up, Pay. always knows the solution. The support department is always easily reachable.”

 

Omnichannel provides insight across all channels.

Most consumers purchase from Sanitairkamer through the webshop. However, when it comes to sanitary products—an investment for most people—they prefer to see the items in person first. The combination of a webshop and physical stores is therefore essential for a company like Sanitairkamer.

“In stores, you ideally want customers to be able to pay everywhere using the same payment methods. It is also important to have one platform where you can always access all order and payment data,” says Jelle. “That is when you see how important the omnichannel experience is. But having all the data clearly organized in one overview in the back office is just as valuable.”

With its focus on an omnichannel approach, Sanitairkamer is in the right place with Pay. A retailer like Sanitairkamer is particularly well served by Pay.’s product offering.

“Think of webshop orders paid with a wide range of payment methods, physical stores, payment terminals, scanners, and mobile payment terminals in delivery vans. All these different sales points are brought together by us into one payment flow,” adds Michel Wams, Business Development Manager at Pay.

Want to make your online and physical sales channels perform optimally together in an omnichannel strategy for maximum revenue? Contact Pay.