Case Study: Hilti achieves a scalable digital customer experience with Fork Unstable Media

Hilti scales digital experience across 37 countries and 35k products with Fork Unstable Media

Fork Unstable Media partnered with Hilti, a world-leading construction professional company, to address their need for a scalable and efficient digital customer experience. The challenge was to manage a highly complex product and service ecosystem across many countries and languages, while ensuring a consistent brand experience at every digital touchpoint.

The solution involved Fork Unstable Media working as an integrated part of Hilti's digital unit. They developed a comprehensive design system and redesigned the eCommerce platform, creating configurators like "Make it fit" to simplify complexity. The vendor implemented a continuous improvement process, supported by UX research, resulting in a unified customer journey across desktop, mobile, and app. This scalable system efficiently serves 35k products across 37 countries and 15 languages.

Hilti