Customer case - KG Knutsson - From fragmented processes to a unified platform with Easit GO

Background information

KG Knutsson AB (KGK) is one of the leading Nordic distributors of automotive and industrial products. The company is perhaps best known for its various brands, such as Kamasa Tools, Carsmart, Easyroad and Autoexperten.

With a complex business and several subsidiaries, KGK needed a platform that could bring together case management and internal processes in a structured and efficient way. Easit GO has been part of KGK's system landscape for over a decade, but it was when Marie Österberg took over responsibility for the system that management took a new direction.

The challenge

When Marie, head of KGK's service center and security, took over responsibility for Easit GO just over two years ago, she was faced with a system with great potential - but without a clear structure or strategic management. The system was partly fragmented and many functions were underutilized. However, she quickly saw the opportunities:

"We had only scratched the surface of what Easit GO could give us. The system was flexible, but there was no common thread in how it was set up."

The big challenge was to create a consistent structure and ensure that the system was used optimally throughout the organization.

The solution

Marie embarked on a comprehensive change journey, focusing on three key areas:

• Proactive management - Instead of waiting for users to make requests, she started to actively listen to the business and identify needs.
• Standardization & streamlining - Old, unstructured processes were replaced by new, clearly defined forms and workflows.
• Cross-functional processes - Easit GO started to be used as a cohesive platform across multiple departments to break down silos.

"I try to listen to the needs, test new solutions and show the business what is possible. It has created a whole new dynamic where we develop the platform together."

Use of Easit GO today

Today, Easit GO is a central part of KGK's operations and is used for both customer and internal matters. Among the most important processes are:

• Case management - Everything from customer service to internal service cases is managed in the system.
• Improvement suggestions - A structured approach to capturing and managing improvement ideas from employees.
• HR processes - Ongoing work to integrate onboarding and offboarding directly into the system.
• Internal service management - KGK's service center uses GO to manage issues between departments.

One of the major benefits has been to reduce the need for external consultants.

"We have built up strong in-house expertise. I want to understand how the system works, not just rely on someone else. This allows us to make improvements quickly and efficiently."

Results & future developments

The impact of the new way of working has been clear. Easit GO has become a catalyst for efficiency, and the system has helped KGK eliminate unnecessary bottlenecks between departments. Today, cases can move smoothly between different functions, without getting stuck in silos.

"The best thing about Easit GO is that it is one system. It makes it easy to work cross-functionally and we don't have to send cases between different systems."

Looking ahead, Marie sees a continued development of the platform, with a focus on

• Clean & Structure - Clean up old configurations to create an even more optimized environment.
• Develop self-service - Create a more advanced portal for users to solve more issues on their own.
• Automation - Explore opportunities to automate more processes where it is most beneficial.

"We want Easit GO to be a support, not just another system. It's about creating smart processes that help us become more efficient."

Cooperation with Easit

Marie highlights the cooperation with Easit as an important part of the success.

"I have always received support when I needed it, without feeling stupid for asking about something I should know. We have a good dialog where I can be independent but still have Easit as a sounding board when needed."

Fortunately, Marie's first time with Easit GO coincided with the Easit user conference. Being able to participate so early in her journey with the system was a valuable opportunity to share experiences with other customers and see how GO was used in different industries. It gave a broader understanding of the potential of the platform and inspired new ideas for how KGK could develop its use of the system.

Executive summary

By combining the flexibility of GO with active and strategic management, KGK has managed to start maximizing the benefits of Easit GO. Today, it is a platform that connects the business and helps them work smarter and more efficiently. With continued development and a clear focus on future possibilities, Marie sees great opportunities to take the system to the next level.