When lockdowns shuttered IKEA’s in‑store kitchen planning services, demand didn’t vanish—it had to be met. Within seven days, IKEA re-engineered its digital strategy with in-store tools for remote kitchen planning, scaling from a handful of planners to hundreds across the network. They enhanced their software platform to support remote scheduling, payments, invoicing, and even post-sales services entirely online. This allowed IKEA to maintain service continuity despite physical store closures in record time.
The Results:
The pivot paid off. Online service requests surged 62× during the promotion period, while efficiency in handling online complaints skyrocketed by 200% loyaltypoint.io. Most impressively, IKEA didn’t just survive—they continued growing—showcasing how agile software upgrades can transform crisis into opportunity
Why This Matters to Business Owners
This case isn’t just about kitchens—it’s a playbook for modern businesses:
- Speed & agility: Modern systems enable fast pivots in challenging times.
- Scalability: Digital-first architecture powered rapid scaling of personnel and processes.
- Customer satisfaction: Efficient remote service strengthened loyalty, even under stress.
- Business continuity: Adaptable tech proved critical to IKEA’s ongoing growth.
Don’t know where to start with your digital transformation? Reach out to our team – we’d be happy to help you get that strategy kick started.
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