Case Study: Hilti Group achieves streamlined sales processes and improved customer experience with SAP Signavio

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

Hilti Group, a global provider of fastening, demolition and installation solutions with roughly 32–33,000 employees, 10 plants and 80 sales organizations, needed to standardize sales processes and deliver a consistent customer experience across 280,000 daily customer contacts. The company set an ambitious corporate goal of a 95% CX score by 2030 but struggled to connect scattered customer-experience data with operational metrics and to drive consistent process ownership across its many units.

Hilti adopted SAP Signavio solutions—particularly Journey Modeler and journey-to-process analytics—to link journeys with underlying processes and speed insight into what drives positive experiences. In four months they defined 30 customer-journey–related processes, established clear roles and expectations for process owners, and created a global framework that now has 58% of business units tracking a process-driven CX score—improving transparency, cross-team collaboration, and the ability to act on CX-linked operational data.

Hilti Group

Stefan Gammel

Business Process Consultant, Customer Experience and Business Process Excellence