The tradesman's account in his pocket, not at the office
- PC to pocket self-service where the work is
- Real time prices, orders and invoices on mobile
- 1,000+ daily users in the app
- The self-service exists, but only where the customer isn't.
- The same questions about price, order and status fill the phone.
- The customer relationship lives in one salesperson's memory.
That is what it looks like at many suppliers to professional customers. These are some of the challenges we have worked on with Bygma.
What was Bygma facing?
Bygma already had a customer portal on the website, where professional customers could log in and see products, orders and invoices. The functionality was there. The problem was when it could be used.
A tradesman does not sit at a computer. He is standing on a building site, needs materials now, and needs to know what they cost under his agreement. When access requires the office, the questions end up on the phone at Bygma, and the order is put off until the evening.
Bygma is within reach when the customer needs them.
A customer portal that required logging in from a computer, and calls to Bygma for anything the customer could not see for himself.
Orders, prices, products and invoices on the phone, with the customer's own agreements applied.
Fewer routine calls, and a closer relationship with the professional customers who buy the most.
Four times a day the customer needs Bygma
A professional customer does not get in touch when it suits Bygma. He does it when something is missing on site, when the price is needed for a quote, and when the invoice has to add up.
All four situations were already in the portal. What is new is that they can be handled where they arise.
- What does it cost me The customer's own price
Not the list price, but the price under his agreement, ready to use in a quote.
- We are short of something now Ordering from site
Materials are ordered straight from the phone against the existing web shop.
- Where is my delivery Order overview
Current and past orders, so status does not require a phone call.
- Does the bill add up Invoices
The documents sit in the same place as the orders, including when accounts asks.
None of this is new functionality. It is the same, moved to where the work happens.
The customer's own prices, not the catalogue's
- The customer's dashboard
The app opens on what the individual customer needs: his orders, his prices, his invoices.
- Real time from ERP
The product catalogue and order status come straight from M3 and the web shop, so the figures in the app are the right ones.
- Order on the spot
Materials can be ordered straight from the phone while the need is there, instead of waiting until the evening.
Because the customer can see his own, the calls that were only about getting a price or a status disappear. The self-service becomes real, not merely available.
Build for the place where the decision is made
The portal worked as intended, and it was the right first step. But a tool that can only be used at the office will never help a customer standing with the problem on a building site.
Make the portal mobile-friendly
- Cheaper and faster to carry out
- But login and navigation still suit a computer
- No notifications, no place in the everyday life of the phone
A dedicated app for the professional customers
- A personal dashboard rather than a menu item
- Bygma becomes an icon on the screen, not a URL
- A foundation for notifications and offline access later
Three moves that turned the portal into a tool
Bygma knows the professional customers, the product range and the agreement structures. Our contribution was building the access to it so it fits a working day on the move.
- 01
Personal dashboard
The customer meets his own orders, prices and invoices straight away, instead of looking for them.
- 02
Web shop integration
Ordering goes against the existing web shop, so the range and prices are maintained in one place only.
- 03
Order overview with history
Both current and past orders are available, so deliveries and invoicing can be followed without a phone call.
Build on what already works
Bygma had both a web shop and an ERP in production, and the job was not to replace them. The app pulls data from the existing systems, so it does not become yet another place to maintain prices and product data.
That also keeps the cost down later: new features in the app can build on the same integration instead of requiring a new route into the business to be opened.
A foundation that can be extended
Push notifications about offers and order status, and offline access to important information, are the natural next steps. Because the integration and the app are already in place, they are additions rather than new projects.
- Industry
- Building materials and trade
- Platform
- Mobile app (iOS and Android)
- Our role
- Development partner with operational responsibility under a service agreement
- Capabilities
- UX and service design , App development , System development
- Technologies
- Flutter (Dart), Postgres, Java/Scala
- The collaboration
- Ongoing collaboration with Bygma Gruppen
Should your self-service move to where the customer is?
- A reply from one of us by the next business day.
- A no-obligation review of your situation.
- Clarity on which options are relevant to you.
- A concrete plan, if you choose to go ahead.