SWISS KRONO Embodies Customer-Centricity with a Scalable Self-Service Portal Built with Customer Convenience in Mind
Products
onboarded customers to the Customer Portal
Customer Portal live
Summary
Speeding up B2B orders with digital convenience and self-service
SWISS KRONO, one of the world's leading manufacturers of wood-based materials, was looking for a way to consolidate its decentralized operations on one scalable digital platform. Aiming to deliver a digital experience that addresses customers' real needs, SWISS KRONO built a B2B Customer Portal based on authentic customer feedback and insights, with the goal of saving customers time in the purchase process. Now live in three countries, this customer-centric portal empowers customers with account-relevant information and services, significantly improving customer support and satisfaction.
A history of wood-based innovation
Founded and headquartered in Lucerne, Switzerland, SWISS KRONO is a family-owned manufacturer of sustainable wood-based materials for the flooring, interior, and building segments. With several global production sites and customers in over 120 countries, including retailers, wholesalers, importers, architects, industry, and more, the group's mission is to deliver durable, environmentally responsible products that contribute to healthier living.
Industry: Manufacturer of Wood-based Material
Headquarter: Switzerland
Business Model: B2B Commerce
Challenge
Reducing costs and complexity in a decentralized digital commerce ecosystem
SWISS KRONO faced challenges streamlining digital transformation for their eight independently operated companies. This was due to a decentralized B2B business model with varying processes across ten production sites around the world. A wide range of stakeholder needs, dispersed budgets, and varying levels of digital maturity across countries made it difficult to build a digital commerce with a balanced feature roadmap. That’s why they went in search of a platform with the agility and extensibility to simplify this complex business structure, while helping them find equilibrium between standardization and customization.
They also wanted to speed up the order process compared to traditional channels by offering a time-saving Customer Portal with self-service capabilities. This would not only streamline ordering and support for customers—but also provide a cost-saving benefit for their dispersed companies.
Solution
A digital portal with self-service capabilities that supports customers through the buying journey
Spryker’s modular solution allowed SWISS KRONO to launch their Customer Portal in three countries, all while maintaining a unified architecture across their eight companies. By conducting customer interviews to collect relevant feedback and insights, they’ve built an effective Customer Portal with self-service ordering, availability checks, and customer-specific access to their complete order history, regardless of channel (online, email, or phone). Features, like Elastic Search, have been fine-tuned based on customer responses and support region-specific needs without unnecessary complexity. The result: a scalable e-commerce infrastructure built for expansion and backed by customer feedback.
"Spryker is a future-proof tool for us. The agility, functionality, options, modular architecture, and, of course, the headless e-commerce system—those were the main reasons for us to choose Spryker."
Result
Driving higher adoption and satisfaction across European markets
SWISS KRONO has onboarded 300+ customers across three markets to their Customer Portal—a number that is consistently growing—with customers in one market ordering every 5 minutes on average.
Top features of their digital commerce include:
Self-Service Portal
A centralized digital hub where customers can place orders, track order history, check product availability, and access account-specific documents, reducing friction in the buying process and offering time savings for both customers and back-office teams.
Real-Time Availability Checks with ATP
Traffic-light indicators and an ATP (Available-to-Promise) integration allow customers to instantly check product availability by quantity and date, without needing to contact sales.
Enhanced Elastic Search
Improved search that supports product decor names and relevance ranking, which is critical for user efficiency in large catalogs.
Black- and White-Listing Logic
Dynamically hides and shows products per customer segment to ensure only relevant assortments appear.
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