WINTERSTEIGER AG implements customer centricity with itmX crm
WINTERSTEIGER AG is an Austrian machine and plant engineering group that operates internationally and occupies a leading position as an innovative solution provider for customers in technically demanding niche markets.
Customer orientation is WINTERSTEIGER’s top priority: we are constantly working to understand the needs of our customers and to align our operational decisions and developments accordingly.
360° customer view with as few clicks as possible
The company recognized early on that the role of the service technician was changing more and more and that the customer service department was developing into an extended arm of sales. For WINTERSTEIGER AG, it was therefore a logical step to see the two departments as one department and also to ensure that the flow of information runs smoothly. To do this, 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 information to our customers at all times. Regardless of whether it’s a service technician, field staff or back office, all departments should be able to view all relevant data at a glance, such as open orders, contact persons or even planned maintenance, with as few clicks as possible.”
itmX crm suite strengthens customer centricity and increases customer satisfaction
The choice fell on itmX crm suite, which not only scored points with its interface-free SAP ERP integration, but also fulfilled WINTERSTEIGER’s 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 process. In addition, there is a graphical overview in the form of a calendar.
Since each dispatcher maintains his or her own calendar, all possible solutions, bottlenecks and service activities are immediately apparent. In addition to pure customer data, this also includes associated data such as price displays or stock levels of technician warehouses carried along. If the service technician carries out a repair or maintenance at the customer’s site, there is a digital service note at the end, in which all the details for the customer are listed again, including a concrete calculation, in the case of a cost estimate. This report can then be sent to the customer so that they can review it again at their leisure.
Since WINTERSTEIGER does not only operate in Austria, but also operates worldwide, all processes must of course be available anywhere and at any time.
“Together with itmX, we have not only achieved greater customer centricity, but also higher customer satisfaction.”
In the future, WINTERSTEIGER will increasingly promote the advantages of the solution within the company, for example in marketing. One thing is certain: 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 actions can be driven forward, which in turn make sales happy with a higher conversion rate.
In order to be able to provide customers with even more proactive support, WINTERSTEIGER AG will focus more strongly on the topic of equipment in the future.
“It is 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 measuring points of individual units of the machine.”
Other companies that rely on the itmX crm suite
Do we want to write the next success story together?
Every relationship is unique. If you would like to learn how we can develop unique stories and solutions together, please feel free to contact us.
+49 7231 96825 10