Modernization of IT tools

Modernisation

Despite strong international growth, HENDI was still using a purely informational website without ordering capabilities. A large share of orders arrived via email and phone and had to be manually entered and checked by the sales team. This took time. A lot of time.

In addition, the product information database lacked the required functionality. Together, these factors created a situation that seriously affected scalability, efficiency and future readiness. It was time for a full modernisation.

The first step

The first step in the modernisation process was the search for a replacement for the product information database. Several PIM (Product Information Management) systems were researched and compared. Inriver PIM was chosen. A cloud-based SAAS product with a clear interface, good support for multilingualism, optimal omnichannel capabilities and an integration option with InDesign for catalogue production.

Inriver PIM implementation

Now that the choice for Inriver had been made, HENDI searched for a suitable implementation partner. XSARUS turned out to be the best fit for HENDI: extensive experience, short lines of communication and a clear and bold plan.

After an implementation process of less than four months, the PIM solution was ready for use. Within those four months, the existing database was examined, a new data model was established, scripts were developed to import existing data into Inriver PIM, and all available information was uploaded into Inriver PIM. Approximately 3,000 SKUs in 1,700 products in 13 languages with +/- 10,000 images and documents.

Step two: The B2B e-commerce platform

After the product information could be managed in one central source, the next step in the modernization process was to overhaul the website. Until then, it had been focused on providing information and lacked ordering functionality. A key requirement for the new platform: B2B shopping functionality. The wishlist included among others:

• B2B capability
• Cloud-based
• Integration with Inriver PIM
• Integration with ERP
• User-friendly CMS capabilities
• Scalable
• Good support for multilingualism
• Short implementation time
• Partner independent

In addition to these standard B2B functionalities, XSARUS provides customised solutions to further optimise the B2B customer experience. For example, HENDI uses an optimised checkout that meets the specific needs of B2B customers, such as easily reusing delivery addresses and managing invoice addresses exclusively through the ERP system. XSARUS also developed an API integration that enables big online resellers to submit orders directly from their own systems to HENDI, rather than manually through the webshop.

Concept and Design

As experience becomes increasingly important for HENDI, XSARUS designers started with a kick-off session on site at HENDI. This allowed them to immerse themselves in the world of HENDI and translate the acquired knowledge into a strong design. The challenge for HENDI was mainly in integrating the new identity into a workable template for the sometimes extensive specifications without losing the sense of atmosphere. By prioritising functions, a design has emerged that looks fresh and is future-proof.

Benefits in time, cost and ownership

After the implementation of Adobe Commerce, not only HENDI employees were trained to work with the platform. B2B customers were also gradually guided through the new ordering environment. As a result of this transition, HENDI now spends significantly less time on order entry, which directly reduces processing costs per order. Where 69% of orders were previously processed manually by the sales team, only 35% of orders still require minimal manual handling in 2025. Responsibility has also shifted. Customers now place their own orders, which means responsibility for correct order entry lies with the customer.

Further optimisation driven by customer insight

Based on the annual roadmaps, the webshop and the PIM system continue to be optimised on an ongoing basis. In 2025, HENDI once again made major steps in further development. A selection of the optimisations:

• Redesign of product detail pages
  Using data from the webshop and customer service, the product detail pages were rebuilt to better support what customers truly need during the buying process. Stock information is now more prominently displayed. Documentation and brochures are easier to access. Clearer product specifications make it easier to compare products.
• A more consistent brand experience
  The webshop was also fully updated visually based on the new HENDI brand book. Colours, typography, components and imagery are now aligned. This creates a webshop that seamlessly connects with the broader brand identity.
• International expansion to the Nordics
  The HENDI team is relatively small, while the organisation operates across many countries and languages. For this reason, the webshop and the PIM system were set up so that new products and product information no longer require manual publishing or translation. This automation supports international growth, including expansion into Norway and Sweden.

Strong collaboration since 2020

Over the past few years, HENDI has taken major digital steps in both PIM and ecommerce. Today, HENDI manages 20.000 SKUs and 486.000 assets in Inriver, and the webshop is available in more than ten languages. Together, we continue to optimise based on customer questions and data from the webshop. This approach reflects HENDI’s growing maturity. Less broadcasting. More listening. And continuous improvement driven by data and feedback.

A close partner relationship has developed between HENDI and XSARUS. A strong and essential foundation for continued collaboration and further growth of HENDI.