K-Rauta's customers appreciate the ease, speed and reliability of the installation service, which is why the installation service with 24 Center has received excellent feedback. When a customer buys an electric stove or a toilet seat from K-Rauta, for example, 24 Center takes care of the installation quickly and with high quality. The result of this seamless cooperation: customer satisfaction at a staggering 74 Net Promoter Score (NPS).
More than 4,500 installations have already been carried out and the number is growing every week.
High customer satisfaction is based on a clear and reliable service model: the customer gets the product and installation in one place, without any extra hassle or arrangements. The vendor can promise the customer with certainty that the installation will be completed within four working days at the latest. Often, the installation can be completed even faster.
The customer can request a convenient time when placing the order, and the installer will contact the customer directly shortly after the order is placed. In this way, a more precise schedule is agreed quickly and smoothly. This predictability and speed is directly reflected in the customer experience and, as a result, in the exceptionally high level of customer referrals.
24 Center's perspective: "The service model is built on quality"
At the heart of the service is the idea of one seamless whole. When a customer buys a product such as an electric stove or a toilet seat, the installation is easy, fast and reliable. The store salesperson places the installation order directly at the time of purchase. Immediately after the order is placed, the installer contacts the customer to arrange an exact date and time.
"The cooperation with K-Rauda has been inspiring and positive from the beginning. It has been a pleasure to work with Kesko and K-Rauta to build a clear and high-quality service process that creates a solid foundation for customer satisfaction," says Kalle Matikainen, Head of Partners - 24 Center.
In the past, a salesperson's job often involved manual scheduling, calls to different installers and worrying about whether the service would be delivered on time. Now things are different.
"Sellers especially praise the clarity of the 24 Center - K-Rauta ordering website. It makes sales work more efficient and frees up time for actual customer service, as the time spent on administration is significantly reduced. We can be confident that installations will be carried out on time," Matikainen continues.
What do K-Rauta staff say about the cooperation?
At Kempeleen K-Rauta Ojan Rauda, the change is visible in the everyday life of the sales staff:
"Vendors praise the service as being very hassle-free for them. It's easy for the customer to anticipate when installations will be made. They don't have to spend time on administration. They can be confident that the installations will be done on time," says Ville Rahkola, store manager.
In Espoo, on the other hand, development ideas have been quickly put into practice.
"Customer service, speed of service and clear pricing are big strengths of this partnership. It makes the sales people's job easier when they don't have to call through installers. Orders are handled on time, and possible development ideas are quickly put into practice," says Jarmo Turunen, K-Rauta Espoo Keskus retailer.
And at K-Rauta 75, the speed has surprised me:
"Orders are easy and clear to create going forward. Schedules have always been met, with the fastest installer arriving in as little as half an hour. We sell the most installations of electric heaters, toilets and sinks," says Tapio Laine, pre-employee in building supplies and plumbing sales.
For the consumer, only fluidity is visible
In addition to making everyday life easier for stores, the biggest change is for the customer: the installation is done without any extra adjustment. The store no longer has to figure out who is doing it and when. The order is recorded, the available times are displayed and the work is carried out by the local installation company as agreed.
"I bought a sink and wanted it installed at the same time. I asked the salesman, and he showed me that there were free slots for the next day. The installer arrived on time and everything was done at once. This is the kind of service I wish I could get everywhere."
- Matti, consumer, Espoo
This is how the installation service works:
✅ Customer buys the product from K-Rauta, installed
✅ The seller enters the information on the 24 Center order page
✅ Installation is completed within a minimum of 4 business days or when it is most convenient for the customer
✅ 24 Center will perform the installation at the agreed time
✅ The customer gets a functional result without any extra hassle
Cooperation that works, evolves and grows
With the installation service, customers save time and effort and come back happy. Salespeople save on administration and can focus on selling. K-Rauta and 24 Center are working together to build a model that can be scaled nationwide.
Future direction: scalable, reliable and local
The cooperation is not a closed model and is always built around local installers.The role of the 24 Centre is to act as a clear system linking the customer, the shop and the installer. The model is easily scalable to new product categories, and expansion to other K-Rautas is underway.
"At the moment, we already have active cooperation with about 30 K-Rauta stores around Finland, and our goal is to expand the service to other K-Rauta stores as well. I see a strong and successful cooperation in the future." Matikainen says.
With purchase and installation in one place, the customer experience is taken to a new level.
If you are interested in working with 24 Center, please get in touch:
Kalle Matikainen
Head of Partners, 24 Center
📧 [email protected]
📞 050 475 6916
