Seamless refurbishment: How Lomundal created the customer experience of the future
Making renovations easy is no small task. Together with Lomundal, we have developed a solution that gives customers control and peace of mind in the process — from inspection to finished project. The result is a portal that already simplifies everyday life for customers and that lays the foundation for digital transformation in the construction industry.
Digital transformation that creates peace of mind
Renovations can be demanding and unpredictable — for both customers and project managers. What if there was a solution that made the entire journey seamless and intuitive for everyone involved?
Lomundal, a total contractor known for high quality and agile customer experiences, wanted to lift the industry standard with digital transformation. Together we developed a project portal that provides customers with an overview from first inspection to completion, and which streamlines the everyday life of employees.
The Challenge — A Customer Experience That Required Refurbishment
For Lomundal's customers, refurbishing can feel like navigating unfamiliar terrain - with questions about schedules, costs and what really happens along the way. For Lomundal, the challenge was about turning this complex and uncertain into something safe, predictable -- and even simple.
“We wanted to simplify the process and at the same time give customers the feeling of being taken care of,” says Marketing Manager Ingrid Jakhelln, who led the project together with the CEO. “The most important thing was to strike a balance between the effectiveness of a digital solution and the proximity that creates trust.
Through an intensive mapping phase in January 2024, we uncovered the core challenges: the lack of clear communication, overview and predictability. These were the pain points we had to solve in order to give customers a better experience and to make everyday life more efficient for employees.
Within one month, we created and tested a prototype, developed a technical blueprint and prepared a detailed progress plan. This laid the foundation for a solution that transforms complex processes into something simpler and more accessible — for everyone involved.
The Solution: Integrations Create Flow
Lomundal's biggest challenge was simplifying the complex journey customers face in a refurbishment project. That's why we developed a portal where carefully selected integrations link the entire process — from first meeting to completion.
The chat feature, powered by Ably, provides seamless communication between clients and project managers, removing the need for switching between different platforms. Hover provides important milestone notifications, keeping everyone updated and creating predictability. Tripletex provides financial visibility, allowing customers to see costs and invoice details in one place -- an important step toward making projects more transparent.
“What I like best is that everything is collected,” says Ingrid. “Customers don't have to look for old emails or documents. It provides peace of mind and makes the process more clear.
The integrations are more than just technology; they are the building blocks of a solution that unites technology with usability. The portal not only gives Lomundal a more efficient workflow, but also a digital competitive advantage that elevates both the customer experience and the organization.
Data-driven insights are building the future
To understand how a renovation project can be seamless for both customers and project managers, insight is needed — a lot of insight. Data isn't just about numbers, it's about stories: how customers feel safer, how projects flow better, and how employees can work smarter.
Through the solution, Lomundal captures data from sales, project management and customer experience, giving them the ability to identify bottlenecks and customize their processes. “One of the biggest advantages of the solution is that we can use data to improve it on an ongoing basis,” Ingrid says. “This allows us to constantly meet customer needs in a way that feels relevant and up-to-date.
With data capture as an integral part, the solution is built for continuous operation and improvement. Dynamic and scalable, it enables Lomundal to adapt to both current and future needs — ensuring its place in the driving seat of innovation in the construction industry.
The result: peace of mind and predictability in your pocket
With the solution we have developed together, Lomundal has taken renovation to a whole new level. The portal provides customers with an overview of the process — from faring to completion — reducing stress and uncertainty along the way. For employees, it means better tools to deliver quality and a more efficient workflow.
“Good projects require good people, and Increo has proven that they are,” Ingrid says. “They recommended starting with a Design Sprint as a pre-project, which we fell so hard for the entire management team to now go on a course to integrate the method into our own business. With Increo's solution-oriented approach, we figured out what actually helps to make renovations easier for most people. That sort of thing gives results. One should not create an app just to make an app.
The digital transformation is well underway and is paving the way for new standards in the construction industry. With continuous improvements based on data, the collaboration creates ever better customer experiences and more efficient workdays for employees. Lomundal is becoming better equipped to provide customers with experiences they can count on, one renovation project at a time.
