WINTERSTEIGER AG is an Austrian mechanical and plant engineering group that operates internationally and holds a leading position as an innovative solution provider for customers in technically demanding niche markets.
Customer orientation is a top priority for WINTERSTEIGER: work is constantly carried out to understand the needs of customers and to align operational decisions and developments accordingly.
360° customer view with as few clicks as possible
Early on, the company recognized that the role of the service technician was changing more and more and that the customer service department was becoming the extended arm of the sales department. For WINTERSTEIGER AG, it was therefore a logical step to view the two departments as one and also to ensure that the flow of information was smooth. For this purpose, the company was looking for a software solution that not only implements the desired “one face to the customer” approach, but is also seamlessly integrated into the existing SAP ERP.
“It was important for us to be able to provide our customers with information at any time. Regardless of whether it’s a service technician, field staff or office staff: all areas should be able to view all relevant data at a glance, such as open orders, contact persons or even planned maintenance, and with as few clicks as possible.”
itmX crm suite strengthens customer centricity and increases customer satisfaction
WINTERSTEIGER chose itmX crm suite, which not only scored with its interface-free SAP ERP integration, but also fulfilled their wishes with its simple and intuitive usability.
Today, every WINTERSTEIGER employee has an overview of all customer details with just three clicks and thus knows about every transaction. In addition, there is a graphical overview in the form of a calendar.
Since each dispatcher maintains his own calendar, all possible solutions, bottlenecks and service activities are immediately visible. In addition to pure customer data, this also includes associated data such as price indications or stock levels of accompanying technician warehouses. When the service technician completes a repair or maintenance job at the customer’s premises, a digital service certificate is issued at the end, listing all the details for the customer once again, including a concrete calculation in the case of a cost estimate. This report can then be sent to the customer so that he can review it again at his leisure.
Since WINTERSTEIGER is not only active in Austria, but also worldwide, all processes must of course be accessible everywhere and at any time.
“Together with itmX, we have thus achieved not only greater customer centricity, but also higher customer satisfaction.”
In the future, WINTERSTEIGER will increasingly promote the benefits of the solution within the company, for example in marketing. We are certain that if all those involved in the process see the benefits behind it and the collected data is maintained and used in a clean and structured manner, targeted campaigns can be driven forward, which in turn also makes sales happy with a higher conversion rate.
In order to be able to support customers even more proactively, WINTERSTEIGER AG will focus more on the topic of equipment in the future.
“It’s becoming increasingly important that the service technician not only knows about the year of manufacture and design of the machine, but can also view and maintain meter readings and measurement points from individual units on the machine.”
Would you like to learn more about strengthening customer centricity at WINTERSTEIGER AG?
Would you like to hear the whole story? Then take a look at the joint technical sequence with Reinhard Pfeffer, process manager for digitalization at WINTERSTEIGER AG. The recording was made during the KVD Service Congress (available only in German).
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