Kiilto – Customer need driven digital service development in B2B
nSight was able to crystallize and prioritize exactly the key things we should focus on. The project stayed completely on schedule and achieved the goals assigned to it very well. It was really inspiring to work with nSight professionals.
Johanna Hornborg, Head Of Marketing and CX, Kiilto, Construction and Industry, Kiilto
Kiilto is a growing Finnish family business with more than a hundred years of history and a vision extending to 2080. It develops, manufactures and sells solutions for the chemical industry in four different business areas, which are construction, industrial adhesives and fireproofing, professional hygiene and consumer products. Kiilto employs nearly 800 innovative, top-level professionals, in nine different countries: Finland, Sweden, Norway, Denmark, Ukraine, the Baltic States and Poland.
Kiilto had developed its online services by integrating different country and brand websites into one www.kiilto.com service. The next step after the platform integration was to deepen the services matching with customer needs, especially from the perspective of B2B customers. We also wanted to consider the customer materials and feedback already collected by different parties.
nSight carried out a project together with Kiilto’s construction, industry, and professional hygiene business, where: 1) a versatile situational picture (as-is) was created from all available sources, including web metrics, search engine marketing, competitive situation and b2b customer surveys conducted, 2) interviews of Kiilto’s domestic and foreign customers, 3) crystallized this into a coherent development map (to-be).
As a result of the project, Kiilto immediately started improvement work related to the usability of current services, accelerated the development of customer-specific digital services and structured its digital service with customer-oriented discoveries, integrating the challenges and opportunities identified in the work into the overall development of its digital channel.