BAUHAUS
BAUHAUS offers the industry’s biggest selection of quality tools and materials for home improvement. With a focus on effective customer service with knowledgeable staff, both on and offline.
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BAUHAUS Sweden
Bauhaus Sweden
BAUHAUS offers the industry’s biggest selection of quality tools and materials for home improvement. With a focus on effective customer service with knowledgeable staff, both on and offline. BAUHAUS boasts 22 stores in Sweden and a website that serves both B2C and B2B customers. The BAUHAUS Sweden online store is one of Sweden’s top 10 eCommerce websites, based on revenue.
Working with Vaimo
Vaimo has developed a highly-customised, user-friendly website catering to both B2B and B2C customers for BAUHAUS Sweden. We have been working together with BAUHAUS Sweden since 2011, and have launched multiple ecommerce projects and are constantly updating the solution to meet dynamic market changes head-on and continuously surpass customer expectations.
“Vaimo has helped BAUHAUS bring the complexity of home improvement retail to the web in a simple and cost-efficient manner. They have delivered a stable advanced commerce platform through multiple projects that supports our growth and our business. Vaimo is a group of energetic people with a proven track record of delivering valuable solutions on a consistent basis.”
Steen HestehaugeVD at BAUHAUS ehandels AB
BAUHAUS Sweden B2B portal
The BAUHAUS Sweden B2B portal offers a main account with connected sub-accounts. The owner of the account can administer different employees and oversee their individual payment options. The account owner also controls how much credit is left for the overall account.
The B2B customer portal is fully tailored and API session-based with its own set of payment options and a BAUHAUS credit card, available exclusively for B2B customers. We have also integrated an automatic check from a credit company into the process of applying for an account with BAUHAUS Sweden, significantly decreasing the lead time.
Fail-proof authentication
Vaimo has implemented the Swedish authentication system using a customer’s bank ID and social security number for an iron-clad login system. This connects with the BAUHAUS ERP system, which links the correct account—the customer can select different companies they are associated with using just one login credential. Customers simply log in with their social security number, bank ID and then choose their company.
This authentication system is currently available for B2B customers, but BAUHAUS Sweden is planning on implementing a similar solution for B2C customers in the near future.
Delivery
BAUHAUS Sweden takes care of all deliveries by themselves (in specific areas of Sweden) instead of using a partner. The pilot project features BAUHAUS Sweden’s own logistics solution with the support of a native internal app for BAUHAUS Sweden employees, which supports deliveries for both B2B and B2C customers. This solution is unique to BAUHAUS, with no one else in Sweden having this function. The native app controls the flow for drivers and distribution centre personnel. There is an integration with a PTV system for routing deliveries and a modified Magento order flow.
BAUHAUS Sweden also has an on-site track and trace system, with estimated delivery times, on-map tracking of the delivery vehicle, and options for the receiver to leave additional information for the driver.
Features implemented
- Store locator
- Click & Collect
- Installation services available on site
- Customised API-session based B2B solution
- Special pricing with price per unit not package
- Possibility for tier pricing
- Back in stock notifications
- Direct accessories and related products as accessories
- Multi-site
- Integration of Adobe Commerce to Adyen and Resurs Bank
- Serving both B2B and B2C clients on one site
- Yotpo Reviews and Ratings
- Native app to support BAUHAUS’ own logistics solution
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BAUHAUS - Last Mile
Building a last-mile delivery system for superior customer satisfaction
BAUHAUS, a leading home improvement and gardening retailer based in Sweden, operates in both the B2C and B2B sectors. Founded in 1960 in Germany, it has become Europe’s #1 DIY retailer, with 250+ stores spread across the continent.
The Challenge
BAUHAUS initially relied entirely on third-party delivery services to transport its building materials to customers. The reliance on multiple external partners made the process expensive and slow.
Service was unreliable as the third-party delivery services didn’t prioritize customer experience, which was unacceptable as customers expect seamless door-to-door delivery services.
The results
The project has been successful, with BAUHAUS scoring a perfect ten on the Net Promoter Score (NPS), a metric used to gauge customer loyalty and satisfaction. The introduction of the last-mile delivery system has significantly enhanced BAUHAUS’s business operations. It has led to increased customer satisfaction and employee engagement.
In 2022, the BAUHAUS distribution center handled 55% of all orders; this year, BAUHAUS manages 65% of all orders. The total cost per delivery is at an all-time low, with the price per handled delivery lowered for the fourth time since BAUHAUS began making deliveries in 2018.
The Future
BAUHAUS plans to introduce the last-mile delivery system to other markets outside Sweden. Furthermore, the company is exploring opportunities to leverage this solution for additional services, like home delivery for purchases made in physical stores.
Currently, BAUHAUS operates six distribution centers in Sweden and one in Norway, with a fleet of 40 small trucks and 8 large trucks. BAUHAUS plans to expand these numbers exponentially in the coming years.
