Case Study: Hilti Group achieves a consistent superior customer experience with SAP Signavio solutions

How Can Streamlining Processes Help Build a Consistent and Superior Customer Experience

Hilti Group, a global construction technology company with 10 plants and 33,000 employees across more than 120 countries, wanted to improve the efficiency and consistency of its sales and customer experience processes. With 280,000 daily customer contacts and 80 sales organizations, the company needed better standardization and a way to connect customer experience data with operational performance. Hilti turned to SAP and SAP Signavio solutions to help address these challenges.

SAP implemented SAP Signavio Journey Modeler and journey-to-process analytics to link customer experience metrics with operational data and reveal which process steps influenced CX. As a result, Hilti created clearer roles and responsibilities, strengthened collaboration between its CX and process management teams, and built a global framework for best-practice customer journeys. Measurable impact included 58% of business units tracking a process-driven CX score and 30 customer journey-related processes defined in just four months.

Hilti Group

Stefan Gammel

Business Process Consultant, Customer Experience and Business Process Excellence