Hilti at a glance - E

E-Commerce in einem Direktvertriebsmodell
Schweizer E-Commerce Summit
6. März 2014
Agenda
 Hilti at a glance
 How to embed E-Biz into direct sales model
 Live Demo
www.hilti.com
Hilti E-Business Next Generation
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Hilti – a global company
 One of the global leading companies in providing innovative products and
services to construction professionals
 Founded 1941 in Schaan, Principality of Liechtenstein
 Presence in more than 120 countries
 Brand promise: Hilti. Outperform. Outlast.
 More than 20,000 team members
 Sales 2013: 4.340 Million CHF
 Direct sales model
www.hilti.com
Hilti E-Business Next Generation
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Hilti’s focus is on system solutions for
construction professionals
Our customers
www.hilti.com
Our offering
Hilti E-Business Next Generation
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Agenda
 Hilti at a glance
 How to embed E-Biz into direct sales model
 Live Demo
www.hilti.com
Hilti E-Business Next Generation
5
With more than 200.000 customer contacts a
day channel orchestration is key
Account Manager
Daily 70.000 customer contacs
E-Business
Daily 45.000 cust. contacts
Customer Service
Daily 66.000 customer contacts
Retail
Daily 43.000 cust. contacts
www.hilti.com
Hilti E-Business Next Generation
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Foundation of channel orchestration is shared
understanding of role of each channel
Channel Costs
Account Manager
Retail
Customer Service
E-Business
 Relationship Mgmt.
 Product demos
 Consultative selling
 Immediate demand
 Service Hub
 Complex orders
 Complex service
requests




www.hilti.com
Standard orders
Std. service requests
Knowledge data base
Acquisition where AM
is too expensive
Hilti E-Business Next Generation
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The Customer Journey: How it used to be …
Inform
Evaluate
Quote
Buy
Share
Experience
Tool
Service
E-Business
Desktop
Computer
Tablet
Computer
Smartphone
Social Media
Cust. Service
Retail
Account Mgr.
www.hilti.com
Hilti E-Business Next Generation
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… and how it is in the 21st Century
Inform
Evaluate
Quote
Buy
Share
Experience
Tool
Service
E-Business
Desktop
Computer
Tablet
Computer
Smartphone
Social Media
Cust. Service
Retail
Account Mgr.
www.hilti.com
Hilti E-Business Next Generation
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Scope of Hilti Online Next Generation is geared to
needs of identified target user groups
Managing
Director
Purchaser
Engineer /
Architect
Jobsite
User
Information
Transaction
Support
Urgent Need
 Product &
application
information
 Easy registration
 Instant support
 Product information
 Find products fast
 CAD & BIM objects
 Service information
 Fast & transparent
ordering
 Technical
information
 Find suitable
product
 Order history &
tracking
 Approvals &
technical
documents
 Reference projects,
testimonials
 Manage tools (FM,
repair)
Easy to find
Ease of doing
business, efficiency
www.hilti.com
 Software download
 Submittal builder
Fast access to
service
 Immediate
repurchase
 Store locator
Mobile solution
covering relevant
scenarios
Hilti E-Business Next Generation
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Agenda
 Hilti at a glance
 How to embed E-Biz into direct sales model
 Live Demo
www.hilti.com
Hilti E-Business Next Generation
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Questions & Answers
www.hilti.com
Hilti E-Business Next Generation
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