Case Study: Hilti Group improves global customer experience consistency with SAP Signavio

Hilti Group aims for 95% customer experience with SAP Signavio

Hilti Group, a global provider of premium construction solutions, faced the challenge of improving the efficiency of its widespread sales operations and building a consistent, superior global customer experience. The company aimed to connect customer experience data with operational performance but struggled with a scattered analytics landscape. To address this, Hilti turned to the SAP Signavio Journey Modeler solution.

Using SAP Signavio's journey-to-process analytics, Hilti linked specific customer journeys to its operational processes. This provided clarity on which process steps drove positive customer experiences. The solution revitalized the company's process organization, fostering collaboration between customer experience and process management teams and establishing a clear global framework for continuous improvement aligned with its customer experience goals.

Hilti Group