What does your company do and how did the idea for this business start?

The demand for quality products and easy access to purchasing them has been and remains a challenge for Kosovar companies. Therefore, we as a local company have been developing for many years, both in the development of staff and in the expansion of activities, and in addition to creating easier access for our customers at the local level, we had to develop an easier form for customers to buy our products.

When it comes to customer requirements, Elnor supports its strategy to recognize and understand the diversity of customers and to offer them products and services that suit their requirements. Therefore, direct e-commerce integration continues to directly impact maintaining solid growth and further improvement.

Since e-commerce is a fast-growing market and considering that every business is investing in the easiest way for customers to buy, the online sales platform has become an important part of every industry, including the wood industry. Therefore, we saw it as a great opportunity to advance this part which is very attractive to our sector for products like chairs and tables. In recent years, the trends in the furniture industry are changing a lot, but how furniture is marketed to customers also continues to change. Therefore, the development of the e-commerce platform helps ELNOR to increase the operating market, providing an easier shopping experience for our customers, saving time for customers, and also expanding our product range.

What were the biggest challenges and how did you solve/overcome them?

During the implementation of the platform, we really faced challenges and problems with some orders, in terms of wood colors and fabrics and sometimes even delivery time, but we did our best to manage those situations so that in the end the customer remains satisfied with the service, and our products. We have received mixed reviews from customers for the service and the product, so the success of this investment has been beyond our expectations.

Our desire was to provide our customers with a more convenient way to shop by saving their time and also providing them with an easier 24/7 shopping experience along with online customer service.

What strategy do you use to market yourself as an e-commerce success story? What is your main focus?

As we are a furniture manufacturer, we pay considerable attention to product design and trends. Through our design department, before we launch a product, we analyze every detail so that our products have style and functionality. We also consider the preferences of our buyers and pay a lot of attention to the marketing strategy (creating beautiful design visuals, online promotion, social media marketing, product reviews, etc.)

What has been your impact on the e-commerce market? What are you most proud of?

Through the use and implementation of e-commerce in our company we benefited from:

  • Increase operating market – as most of our local customers are from the same area or close to our factory. Now we have the opportunity to expand a larger audience and not necessarily our customers can contact us only by visiting our showroom, but also by finding us 24/7 online.
  • Providing an easier shopping experience – our online sales platform will allow our customers to have easier access to get the product they want with all the necessary product information served online.
  • Expanding our product range – this platform will enable us to launch new products based on customer wishes without having to expand our showroom space or change our location. We will provide great products 24/7 along with online customer service.
  • Saving time for our customers – our online sales platform will allow customers to have easier access to get the product they want. So it is much easier to shop because most importantly it saves time and they can shop comfortably near their offices and homes.

Can you tell us about the team behind this success story? What are their values and what keeps them motivated

The introduction of this platform as part of sales has a direct successful impact on planning within the company, as we develop a special department that will deal with the management, control, and monitoring of the e-commerce process until the product reaches the client. This e-commerce team consists of 3 young qualified people with the possibility of expansion in the near future. Since this platform is a very attractive experience for our company, we are planning to make a new investment and start online sales in European markets as well, finding new business partners and increasing exports through orders online.

Did you know?

77% of online shoppers in Kosovo are buying clothes. (Eurostat)

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Legal disclaimer: This geographical map is for informational purposes only and does not constitute recognition of international boundaries or regions; GIZ makes no claims concerning the validity, accuracy or completeness of the maps nor assumes any liability resulting from the use of the information therein.

North Macedonia

Population 2072531
Population ages 16-64 1434451
Internet use 84%
Internet shoppers 40%
Currency Macedonian denar
GDP per capita, PPP 17015.23

Albania

Population 2837743
Population ages 16-64 1931355
Internet use 70% (2019)
Internet shoppers 10% (2019)
Currency Albanian lek
GDP per capita, PPP 13899.93

Serbia

Population 6908224
Population ages 16-64 4530026
Internet use 79%
Internet shoppers 48%
Currency Serbian dinar
GDP per capita, PPP 19366.76

Kosovo

Population 1775378
Population ages 16-64 /
Internet use 97%
Internet shoppers 47%
Currency European euro
GDP per capita, PPP 11383.4

Bosnia & Herzegovina

Population 3280815
Population ages 16-64 2216576
Internet use 74%
Internet shoppers 38%
Currency Bosnia and Herzegovina convertible mark
GDP per capita, PPP 15732.84

Moldova

Population 2620495
Population ages 16-64 1876763
Internet use 76%
Internet shoppers 34%
Currency Moldovan leu
GDP per capita, PPP 12995.56

Montenegro

Population 621306
Population ages 16-64 411215
Internet use 79%
Internet shoppers 29%
Currency European euro
GDP per capita, PPP 20542.71

Resource and information center on key aspects of e-commerce for all CEFTA members.

ECOMMERCE FOR ALL

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* This designation is without prejudice to positions on status and is in line with UNSCR 1244 and the ICJ Opinion on the Kosovo declaration of independence.

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