WR-Gruppe - 100% Service

WR – WE ARE YOU
competent, reliable, fair.
WR-Gruppe - 100% Service
HISTORY
STRATEGY
Seite 2
History
C O M PA N Y
1988
Formation of WR-Kundendienst as result of the outsourcing of Roto‘s internal After Sales Service
1994
Formation of WR-Service as a service company for presentation systems etc.
2000
Formation of WR-Haustechnik as company for the outsourced After Sales Service section (+ display
installations) for Hansgrohe, Villeroy & Boch.
2001
Formation of Tageslichtsysteme TLS as company for the outsourced After Sales Service section of the
skylight division of Braas & Dörken
2005
Company moved from Leinfelden-Echterdingen to Pliezhausen-Gniebel.
2006
Formation of SOL-Aquaplus as the second company in the SHK division with seperate structure and
separate service network, setup of sanitary service network in Austria
2007
Formation of FRW as holding company (holds 100% of all operative companies).
2008
Formation of WR-Service AG in Switzerland; setup of sanitary service network in France
2009
Setup of network for Measuring and Fitting of shower enclosures within WR-Service
2010
Setup sanitary service network in the Netherlands; VETROX SHK-Partnernetz in NL; national licence
for VETROX glas repair in Germany
2011
Roll-Out of WR-mobil, a direct-link system to our service partners
2012
Setup sanitary service network Belgium, partner bonus system
2013
PSKT-window project in Switzerland, online-tracking of customers‘ operations
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Corporate Strategy
C O M PA N Y
 The WR-Group is a strong outsourcing partner, delivering a
multitude of services including technical service, spare parts service
as well as the accompanying logistical and sales services.
In our branch „services for windows, blinds and glass“ we mostly
serve industrial clients and consumers.
 As a partner independent from the manufacturers we supply a
platform of high quality service for our clients. Our clients reside in
the high end market-segment and are leaders in their field.
•
The WR service platform is flexible and adaptive and can therefore
be used and placed in national and international markets, easily
crossing over into new industries and services.
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STRUCTURE
PARTNERS
PROJECTS
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WR Business segments
C O M PA N Y
Window - Glass - Façade
Sanitary
Presentation & P.O.S
Consulting
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Corporate Structure and Hierarchy
C O M PA N Y
FRW GmbH & Co. KG
(currently owns 100% of all operative companies – General Manager: Dr. Claus-Peter Fritz)
Presentation
& P.O.S
Window - Glass – Façade
WR-KUNDENDIENST
GmbH & Co. KG
Tageslichtsysteme
Service GmbH
WR-SERVICE
GmbH & Co. KG
WR-SERVICE
GmbH & Co. KG
Pliezhausen-Gniebel
Pliezhausen-Gniebel
Pliezhausen-Gniebel
Pliezhausen-Gniebel
Dr. C.-P. Fritz
Dr. C.-P. Fritz
Managing Partner
Managing Partner
Dr. C.-P. Fritz
B. Rauchenecker
Dr. C.-P. Fritz
B. Rauchenecker
Managing Partners
Managing Partners
K. Dalferth, ppa.
Managemen Rooftop Systems
J. Memhölzler
C. Engwer
C. Engwer
Management Fassade Project Manager Roto Project Manager Braas
P. Waidelich
Technical Manager
K. Dalferth
Project Management
C. Selbach
Management Service center
M. Kuschke
Project Vetrofix
K. Wörner
Technical Managerr
J. Braun
Technical Manager
C. Freitag
Technical Manager
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Corporate Structure and Hierarchy
C O M PA N Y
FRW GmbH & Co. KG
(currently owns 100% of all operative companies – General Manager: Dr. Claus-Peter Fritz)
Sanitary International
(FRW-International GmbH)
Sanitary Germany
WR-HAUSTECHNIK SOL-AQUAPLUS
GmbH & Co. KG
GmbH & Co. KG
BELGIEN
NIEDERLANDE
ÖSTERREICH
SCHWEIZ
WR-SERVICE
GmbH & Co. KG
WR-SERVICE
GmbH & Co. KG
WR-SERVICE
GmbH & Co. KG
WR-SERVICE
AG
NL Den Haag
NL Den Haag
WRHAUSTECHNIK
GmbH & Co. KG
Pliezhausen-Gniebel
Pliezhausen-Gniebel
Pliezhausen-Gniebel
B. Rauchenecker
Dr. C.-P. Fritz
Managing Partner
Managing Partner
Dr. C.-P. Fritz
B. Rauchenecker
D. Köstlin
Registered Manager
Managing Partners
aus Deutschland
B. Rauchenecker B. Rauchenecker B. Rauchenecker
Managing Partner
Managing Partner
Managing Partner
Zürich
Dr. C.-P. Fritz
B. Rauchenecker
Managing Partners
D. Köstlin
Registered Manager
J. Memhölzler
A. Peithmann
A. Peithmann
A. Kutscher
O. Maurer
O. Maurer
A. Peithmann
Project Management
Project Management Project Management
Project ManagementProject ManagementProject ManagementProject Management
DAT
H. Hoffmann
G. Intorre
N.N.
S. Zürcher
G. Intorre
H. Hoffmann
H. Hoffmann
Technical Manager Technical Consultant Technical Consultant Technical ConsultantTechnical ConsultantTechnical ConsultantTechnical Consultant
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WINDOWS – GLASS – FACADE
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Windows – Glass – Façade
WINDOWS – GLASS - FACADE
Roof-lights
TAGESLICHTSYSTEME
Service GmbH & Co. KG
BRAAS
WR-KUNDENDIENST
GMBH & Co. KG
ROTO FRANK AG
DÖRKEN
After Sales Service
Spare Parts Management
Accessories Logistics
LIDEKO
After Sales Service
Façade Windows
Glass
WR-KUNDENDIENST
GMBH & Co. KG
WR-SERVICE
GMBH & Co. KG
Fenster- und
Fassadentechnik
FFT
Energetic and functional
restoration of windows and
Spare Parts Management façades.
After Sales Service
Accessories Logistics
Product Presentations
Service, repair of windows,
shutters and blinds
Installation
Installation/Rebuilding of
seals, vitrifications, fittings
VELUX
After Sales Service
Object service for industry,,
FM, owners, users
Service network
VETROFIX® Glass
surface systems
glass repair with VETROX®technique
VETROFIX®licence system with
licensees Germany wide
Nano-sealing of glass
surfaces
For industrial and end
costumers
Sale and installation
Float glass films
Service and repair
for roof-lights and facade
windows
Online Shop
www.tlsservice.de
www.wr-gruppe.de
Measure rrenovation windows
Accessories, made-to-
23 sites, 23 warehouses
70 service technicians
Ca. 35.000 operations per year
Callcenter in headquarter
On-time delivery
Central warehouse
Technical hotline
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Window service in Switzerland
WINDOWS – GLASS - FACADE
Customers in CH
status 2013
Siegenia
After Sales Service for product revision
Status 2013
18 sites
22 technicians
Status: full coverage
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PRESENTATION & P.O.S
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Präsentation & P.O.S
P R E S E N TAT I O N & P. O . S
Presentation / Sales
EXPOSPresentation
P.O.S-Service
Service network
Kesseböhmer
EDS
systems
Sales and logistics
Installation if required
In GER, AUS, CH
After Sales Service
Electronic display systems
also in BeNeLux
SANITChemie
Sales center
logistics partner
Online shop
21 sites, warehouses
21 technicians
ca. 5.000 operations per year
On-time delivery
Technical hotline
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SANITARY
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Sanitary in Germany
S A N I TA R Y
WR-HAUSTECHNIK GMBH & Co. KG
Blanco
After Sales Service
Damixa
After Sales Service
Emco
After Sales Service
Display installations
Glass-Wellness
After Sales Service
Call Center
Service network
Keuco
After Sales Service
Display installations
Kludi
After Sales Service
Display installations
KWC
After Sales Service
Display installations
Schock
After Sales Service
Hansa
After Sales Service
Display installations
Schwab / Missel
After Sales Service
Hansgrohe
After Sales Service
Display installations
Villeroy & Boch
After Sales Service
Weber-Stephen
After Sales Service
31 sites and warehouses
37 technicians
27.000 operations per year
on-time delivery
Central warehouse
Technical hotline
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Sanitary in Germany
S A N I TA R Y
SOL-AQUAPLUS GMBH & Co. KG
Gessi
After Sales Service
Riho
After Sales Service
Grohe
After Sales Service
in pilot regions
Steinberg Armaturen
After Sales Service
Call Center GER
Honeywell Haustechnik
After Sales Service
Vitra
After Sales Service
Display installations
KOS
After Sales Service, Call Center
Zucchetti
After Sales Service
Call Center GER
Servicenetz
23 sites and warehouses
31 techniciansr
6.000 operations per year
On-time delivery
Central wahrehouse
Technical hotline
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Sanitary in Germany
S A N I TA R Y
WR-SERVICE GMBH & Co. KG
Service network
Service network for manufacturers of shower enclosures
Measurement and
Installation of
shower enclosures for
Display installations
of shower enclosures
After Sales Service
for shower enclosures
- end costumers
- project business
26 sites and warehouses
35 technicians
4.000 operations per year
Central warehouse
Central project management for
rollouts at the grossists
On-time delivery
Technical hotline
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WR - INTERNATIONAL
Sanitary Service Europe
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Sanitary service in Austria
S A N I TA R Y
Customers in A
Service network
Artweger
After Sales Service
Display installations, Aufmaß u. Montage
Blanco
After Sales Service
Damixa
After Sales Service
Emco
After Sales Service
Display installations
Glass-Wellness
After Sales Service + CallCenter
Hansgrohe
After Sales Service
Schock
After Sales Service
Hoesch
After Sales Service
Schwab / Missel
After Sales Service
KWC
After Sales Service
Display installations
Weber-Stephen
After Sales Service
9 sites and warehouses
20 technicians
On-time delivery
Technical hotline
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Sanitary service in Switzerland
S A N I TA R Y
Customers in CH
Status 2013
Hansgrohe
After Sales Service
LaPreva
Installations, After Sales Service
Kolektor Missel
After Sales Service
Schwab-Missel
After Sales Service
Weber-Stephen
After Sales Service
status 2013
8 sites
9 technicians
Status: full coverage
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SHK-Service Netherlands
S A N I TA R Y
Customers in NL
2013
Target 2014
Blanco
After Sales Service
Cleopatra
After Sales Service
Damixa
After Sales Service
Franke
After Sales Service
Status 2013
Planning target2014
Grohe
After Sales Service
11 sites
13 sites
Kesseböhmer
After Sales Service
11 technicians
13 technicians
status: research and
selection of new
service partners
status: research and
selection of new
service partners
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SHK Service Belgium
S A N I TA R Y
01/2014
Kunden in Belgien
Target 2014
Grohe
After Sales Service
Franke
After Sales Service
Damixa
After Sales Service
Status 01/2014
Target planning 2014
8 sites
10 sites
8 technicians
10 technicians
status: research and
selection of new
service partners
status: research and
selection of new
service partners
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Sanitary network Europe
S A N I TA R Y

Germany
three independent nets (WRHaustechnik, SOL, WRService)
80 sites – 103 technicians

The Netherlands
one service net (WR-Service)
11 sites – 11 technicians

Belgium
one service net (WR-Service)
8 sites – 8 technicians

Austria
one service net (WRHaustechnik)
10 sites – 20 technicians

Switzerland
one service net (WR-Service
AG)
8 sites – 9 technicians
(Stand 01/2013)
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WR - GROUP
Modular concept
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Modular concept for service in Europe
C O M PA N Y
WR-Group
MODUL A:
MODUL B:
European
Operative
Service Center
procesing of
MODUL C:
MODUL D:
MODUL E:
MODUL F:
Spare parts
Technical
Display
Other
management
Consulting /
installations
services
Hotline
service calls
Order taking and
clarificaton
Organisation and
exectuion of
project- or objectrelated service
Calls
Adaptive
Extension of
portfolio
Order tracking for
end customers
online
Order entry
Order management
Billing
Reporting/
Customer Portall
Stocking and
dispatch of spare
parts
Fetch-back of
products/
Product control
Restocking
Technical
Consulting
Display
installations
Dispatch of
Information
material
Check of exhibits/
displays including
maintenance
Technique
Placement of
display
materials
Extended
Quality
management
Training for
Service
Technicians
Installation and
maintenance
QS Management
WR master
organisation
Product
Installations on
exhibitions
Dispatch of
brochures
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EFFICIENCY
TRANSPARENCY
QUALITY
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Summary of our service portfolio
C O M PA N Y
250 self-employed service technicians in GER, A, CH, BeNeLux have executed over 110.000
service and installation calls in 2013.
120 WR-employees receive orders within our call center, manage operations, provide technical
assistance, quality assurance, consulting and installations, compile statistics, dispatch spare
sparts and accessories and process the spare spart logistics for various clients.
Our services include:
• After Sales Service in various sectors
• display installations at trade shows, sales events and/or show rooms
• window and facade systems (energy saving restoration)
• Glass: Repair (scratches, corrosion), Nano-sealing und foil sealing
• management, sales and shipping of spare parts and accessories
• product presentations and training
• sales / installation of presentation systems i.e. EXPOS
• Customer call and service center
• Sales organisation for manufacturers
• Appraisals for insurances
• Consulting for our clients or external consulting assignments
in GER + CH + A + BeNeLux – central management and comprehensive logistics
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Advantages and benefits for WR clients
C O M PA N Y
WR makes your service more efficient

Synergies with other clients of the platform

Self-employed technicians: efficiency – capacity – management – organisation
Transparency and possibility of planning service costs

Transformation of fixed costs into variable costs : Service calls are charged based on individually
set rates and standardised across the respective country-wide service area.

Service level agreements and defined service case time frames allow us to steer costs, quality and
customer satisfaction

Increased direct billing and cause-oriented classification of the claims
Improvement of service quality

One partner for all service calls in Western Europe

Specially trained and highly motivated professionals provide high quality service

Regular technical training and coaching in uniform appearance and behaviour at the end customer

EN ISO 9001:2008 certified; intensive WR quality management system
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CONSULTING
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Consulting
C O N S U LT I N G
Production
Sales
Service
 Measurement,
installation
 Display installation
 Maintenance
 Warranty
 Repair
 We provide customer retention: Your customers should be sure of their choice also after buying
your valuable products. Our methods and instruments will help you with your service.
 We will gladly advise you on all questions regarding your service demands
 Trust our 25 years of experience
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REFERENCES
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References – Industrial clients
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References – Real estate clients
Auszug aus dem WR-Kundenportfolio
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WE ARE YOU
Competent, reliable, fair.
Stand: 06/2014
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