Scanpan
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A Danish kitchen icon with global reach
For more than 60 years, SCANPAN has inspired the joy of cooking around the world. With a wide range of high-quality frying pans, pots, knives, and kitchen tools, SCANPAN is one of Denmark’s best-known brands in premium cookware, built on durability, performance, and great design.
SCANPAN’s customers are often doing research before they buy, they want quick clarity on materials, compatibility, and how to get the most out of their cookware from day one.
Today, customers expect quick answers online, whether they are comparing products, checking materials, or figuring out how to use and care for their cookware.
When product questions steal time from the sales team
As SCANPAN’s product range and customer traffic grew, the sales team spent too much time responding to simple, repetitive questions, often about specifications, usage, and maintenance. Those messages are important, but they can easily take up hours that would otherwise go to the conversations where personal guidance truly makes a difference.
The pattern was clear, the same questions kept coming back across phone and email, especially when customers were close to a purchase decision and just needed one detail confirmed.
A typical example from daily customer dialogue:
“Can your glass lids go in the oven?”
A digital assistant that answers instantly, and keeps learning
SCANPAN integrated Karla as an AI assistant on their website to handle these recurring product questions automatically. Customers can get fast, precise answers at any time of day, and Karla guides them to the right content and product pages, creating a smoother, more inspiring customer journey.
If a question needs a human touch, Karla can guide the customer to the right next step, so the sales team only spends time where it truly matters.
The impact is felt on both sides:
- Customers get help immediately, without waiting.
- SCANPAN regains time for complex inquiries and high-value sales conversations.
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As Søren Bech Eneqvist, Digital Marketing Coordinator at SCANPAN, puts it:
“Karla has created particular value for us in two ways. It has freed up important hours for our sales team. Instead of spending time answering simple questions about product information and the like, they can leave that to Karla and focus their time where a chatbot isn’t sufficient. Also Karla’s Insights feature has given us greater insight into what our customers often ask for, which gives us a much better opportunity to add the right content to our website.”
With Karla Insights, SCANPAN also gets a clear overview of what customers ask most often, and where the website can be improved. That feedback loop makes it easier to continuously strengthen the digital experience, and reduce friction in the customer journey.
