Case Study: Hörmann achieves higher customer satisfaction with SAP Customer Experience

Enabling soaring customer satisfaction with ultra-convenient cloud services

Hörmann, a global building products manufacturer with sales and service operations in 90 countries, needed a more consistent customer experience because customer and complaint data were previously scattered across spreadsheets, paper, and local systems. Using SAP Customer Experience solutions, including SAP Sales Cloud and SAP Service Cloud, Hörmann set out to centralize customer information and streamline sales and service processes for reseller partners and end customers.

SAP implemented a unified digital platform integrated with Hörmann’s ERP via SAP Integration Suite, along with B2B portal apps on SAP Business Technology Platform and SAP Customer Data Cloud. The results included 24x7 access to information, up to 50% of complaint tickets submitted digitally, and a 40% reduction in time spent on complaint tickets within one year, helping SAP and Hörmann improve service quality and customer satisfaction.

Hörmann

Lennard Eichler

Head of Department Central Customer and Service Applications