About Inet
Tech giant Inet has long been a shining star in the e-commerce sky, winning over the hearts of consumers. The proof, in addition to steady growth of 20% per year, is the shower of awards Inet has received. Most recently, Inet was named E-Commerce Company of the Year 2022 by the Swedish Digital Trade Association. In 2021, Inet reached a turnover of SEK 1.5 billion. Founder and CEO Erik Wickman shares the secrets behind their success and the partnership with Qliro.
The Challenge
“We wanted a partner that values customer service and the customer journey as much as we do – and that makes it easier for customers to complete their purchases.”
Inet constantly asks themselves: What is best for the customer? They work to ensure the customer is satisfied before, during, and after the purchase – ideally turning them into brand ambassadors.
Customer expectations are rising. Previously, fast delivery was key – today it's about quick response times and technically skilled staff. That expectation extends not only to their own team but also to their partners.
The Solution
Inet switched to Qliro as their payment partner two years ago. The reason was a desire for a partner focused on the long-term customer experience. Qliro’s technical solution, including a robust API integration, was also considered superior.
Erik Wickman describes the collaboration as a true partnership – a relationship where they develop the business together. Qliro is dedicated to being a payment partner – and not, for example, a marketplace.
The Results
Initially, Inet was concerned that conversion rates would drop when switching, since their previous payment provider was better known to end customers. But those concerns proved unfounded.
The biggest change was seen in customer service and back-office operations. The team now has direct contacts who solve issues immediately, without being bounced around. The result? Time saved, and no outstanding cases.
“The biggest difference after switching to Qliro was for our customer service and back-office staff – now they have direct contacts who resolve issues instead of being passed around. It has saved us time, and we no longer have unresolved cases.”
The Future
Inet looks ahead while staying true to its core principle: To continue delivering great products with outstanding service to their customers.
