Great success stories deserve to be told, and such a story has been jointly written by Hilti and SAP Signavio.
In an engaging webcast, Oliver Joeres from Hilti AG presents how the company elevates customer satisfaction to a new level with the help of SAP Signavio.
I summarize the exciting highlights of the webcast in this blog article. Feel free to watch the recording in full length (FYI: It was held in German).
Hilti - Direct Sales Close to Customers
For over 80 years, Hilti has been a pioneer in the field of tools and fastening systems. With well over 32,000 employees in more than 120 countries, the company, headquartered in Liechtenstein, is one of the global leaders for the construction industry.
A particular feature is the direct sales model: Hilti exclusively uses its own sales channels such as the website, field services, or own retail stores for sales. This allows for very close contact with customers, especially craft businesses and construction companies.
Hilti precisely understands the needs of its clientele and develops innovative products accordingly. However, expectations for excellent customer experience are also steadily increasing in the B2B sector.
Switching from one provider to the competition is often not due to the product but can be based on the customer experience.
Customer Experience as a Strategic Focus
Against this backdrop, customer experience plays a central role in Hilti's new corporate strategy. It is increasingly the main focus, alongside outstanding products and services.
The company identified key customer journeys, such as the repair of tools or order processing.
This is where the Journey to Process approach comes into play. The goal is to systematically link the journeys with the underlying processes. Imported process data from SAP systems and feedback data from own surveys help to continuously analyze and improve the journeys.
But what exactly does this data-driven approach mean for Hilti? Let's take a closer look at two pilot projects.
Pilot Project 1: Tool Repair Journey
An important customer journey is the repair of tools, which are naturally heavily used and subjected to stress.
With the help of SAP Signavio, the process steps from repair order to return were modeled and linked with operational data and customer satisfaction scores.
The first joint analysis already provided insightful findings: A repair duration of up to 4 days is still acceptable for customers. If the process takes longer, satisfaction decreases.
Moreover, a failed tool pick-up service has a strong negative impact on satisfaction. Identifying the reasons why the pick-up of defective tools fails has been an important step. Incorrect addresses or phone numbers are a common cause, as it turned out.
These insights enable Hilti to derive concrete improvement initiatives and measurably increase customer experience.
Pilot Project 2: HR Goal Setting Process for Employees
As an internal journey for employees, the process of managing goals was evaluated. Here too, SAP Signavio helped to make the process logic transparent and link it with feedback and process data.
It quickly became apparent that the process is very complex and inefficient. Goals were often changed or set too late.
This also reflected in employee satisfaction, as structured feedback evaluations showed. Complex approval loops reduced motivation. Thus, the prototype offered valuable starting points for a more streamlined procedure.
In a new process design, for example, testing to eliminate an approval step that causes unnecessary complexity is currently underway. Simple processes increase satisfaction and send a strong signal to the workforce.
Further Development of Journey to Process
Overall, Hilti has already been able to demonstrate the effectiveness of the data-driven approach in the pilot projects. Now, Journey to Process is to be extended to other core journeys, such as order processing.
Dedicated journey managers and process owners will be established for this purpose. The goal is a systematic linkage of all journeys with the underlying processes and data sources.
Regular analyses based on SAP Signavio are intended to enable continuous improvements, even before problems impact customer satisfaction.
Furthermore, Hilti plans to expand Journey to Process with features such as artificial intelligence, in collaboration with SAP Signavio.
Through this process-based, data-driven approach, Hilti succeeds in measurably elevating the customer experience to a new level. Hilti impressively shows how to gain a strong market advantage in the competitive construction industry with Journey to Process. It is a promising path for the company.
Watch the recording of the webcast in full length now (in German language).
Here you will also find a one-pager with the most exciting numbers, data, and facts.
If you don't want to miss our future webcasts, visit our event page. In addition to local events to which we invite you, other noteworthy success stories from other SAP Signavio customers await you.
Maybe you will soon be a speaker at one of the webcasts and share your success stories with SAP Signavio?
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