Case Study: Häfele America Co achieves faster order processing and improved customer service with Conexiom

Maximizing Customer Service with Sales Order Automation

Häfele America Co., a U.S. provider of functional hardware and specialty fittings, was struggling with a rising volume of structured purchase orders sent by email that staff were manually keying into their systems. This manual entry consumed valuable customer-service time, threatened service levels, and prevented the team from focusing on consultative support. Häfele turned to Conexiom to automate the processing of emailed purchase orders and address the bottleneck.

Conexiom implemented its sales-order automation solution with a straightforward onboarding and hands-on customer success support, converting emailed and printed POs into automated sales orders (vendor-stated 100% accuracy). The result: hours of staff time were freed, no layoffs were required, and employees were redeployed to higher-value, customer-facing work—handling non-structured/custom orders, product consultation, installation questions, and sales reporting—improving service responsiveness and operational efficiency.

Häfele America Co

Pepi Stahlmann

Director of Customer Service