Case Study: Hagebau achieves higher customer satisfaction with IBM Sterling Order Management

Home improvement retailer hagebau drives higher customer satisfaction with an integrated order management system

Hagebau, one of Germany’s largest DIY retailers, needed to improve its digital customer experience and fix fragmented order management across channels. As online and omnichannel demand surged, the company struggled to track orders and returns clearly, especially for hybrid transactions, leading to customer frustration. IBM Sterling Order Management was selected to help solve the problem.

IBM, working with GSOT, implemented an integrated, enterprise-grade order management system across Hagebau’s stores in Germany and Austria. The solution gave Hagebau a transparent view of orders across stores, warehouses, and suppliers, enabling faster issue resolution and flexible fulfillment options like BOPIS and ship-from-store. As a result, Hagebau says it is now consistently ranked in the top 1–2 home improvement retailers for customer satisfaction, up from near the bottom before the project.

Hagebau

Karsten Rypholz

Head of ERP