.jpg?width=1600&name=K%C3%A4hrs%20(8).jpg)
Challenge
.jpg?width=800&height=1000&name=Case%20bilder%20-K%C3%A4hrs%20-%20Norce%20(2).jpg)
Kährs has built a reputation as a world-class Swedish flooring company - they even invented the engineered hardwood floor - and today serves customers in more than 70 countries. As the business expanded across markets, so did the complexity behind the scenes with product data, pricing, and stock levels managed across multiple systems tailored to different regions and customer groups. It was a setup that made it difficult to get a single, real-time view of availability and price.
As a traditional b2b company, customer service spent a lot of time answering routine questions and manually placing orders on behalf of customers.
Cross-selling was a challenge with limited support. We didn’t have true support for packaging and visualizing our complete premium offer. A premium floor order was of course a win, but there was untapped potential. Accessories and complementary products weren’t visible in the sales systems.
"A customer once told us: 'You sell accessories? We never knew," says David Jonsson, Global Lead Digital Transformation at Kährs
Kährs needed one single place where products, pricing and customers came together. Where employees could stop chasing information and start driving growth.
"We couldn't position ourselves as a premium brand without meeting customers at the professional level you'd expect from a premium company."
Anna Roth, CMO at Kährs
.jpg?width=1200&height=628&name=K%C3%A4hrs%20(5).jpg)
Action
Kährs chose Norce Commerce and Norce PIM, with solution partner IVEO building the presentation layer using their B2B-optimised storefront accelerator.
The ecommerce stack includes:
- Storyblok as CMS
- Algolia for search
- Integration with Dynamics 365 F&O ERP
The solution had to work for everyone: customers browsing and ordering online, sales reps in the field, and customer service handling enquiries. In the previous setup, these groups worked in separate systems.
.jpg?width=800&height=1000&name=Case%20bilder%20-K%C3%A4hrs%20-%20Norce%20(5).jpg)
Today, everyone works in the same system with one shared view of products, pricing, and availability.
Norce Commerce handles the pricing complexity:
- Customer-specific pricing
- Group pricing
- Multi-market price structures
Norce PIM brings structure and clarity to how Kährs presents their product range. Relationships between floors and matching accessories are now visible and easy to navigate.
"Now we have a digital thread running through the whole process. We have all the conditions to measure, evaluate and improve."
"Norce and ecommerce have become the north star for our entire digital transformation."
David Jonsson,
Global Lead Digital Transformation at Kährs
Impact
Cross-selling is no longer a challenge Products and accessories are now clearly presented together through structured relationships in Norce PIM. "When you close a premium floor order, you don't always think about the additional sales you might be leaving on the table," says David Jonsson. "Now we show it clearly."
Customer service has shifted focus from reactive administration to proactive engagement. With customers and sales reps placing orders directly in the platform, time previously spent on routine order entry is now invested in proactive customer contact, problem-solving, and driving sales.
For the first time, Kährs has full visibility across the customer journey. Data that was once scattered across systems now flows through Norce, creating transparency from first click to delivered product.
The ecommerce platform became more than a sales channel. It became the reason to fix data problems. "We've never had this type of data before," says David Jonsson. "Now we have a digital thread running through the whole process. We have all the conditions to measure, evaluate and improve."
The combination of better data visibility and streamlined processes is showing measurable impact. "The markets that have gone live with Norce tend to perform better than other markets," says David Jonsson.
Kährs invested in Norce for ecommerce. What they gained was a platform that transformed the entire business.
"Norce and ecommerce have become the north star for our entire digital transformation."
