E-Commerce in einem Direktvertriebsmodell
Schweizer E-Commerce Summit
6. März 2014
2www.hilti.com Hilti E-Business Next Generation
Agenda
 Hilti at a glance
 How to embed E-Biz into direct sales model
 ...
3www.hilti.com Hilti E-Business Next Generation
 One of the global leading companies in providing innovative products and...
4www.hilti.com Hilti E-Business Next Generation
Hilti’s focus is on system solutions for
construction professionals
Our cu...
5www.hilti.com Hilti E-Business Next Generation
Agenda
 Hilti at a glance
 How to embed E-Biz into direct sales model
 ...
6www.hilti.com Hilti E-Business Next Generation
With more than 200.000 customer contacts a
day channel orchestration is ke...
7www.hilti.com Hilti E-Business Next Generation
Foundation of channel orchestration is shared
understanding of role of eac...
8www.hilti.com Hilti E-Business Next Generation
The Customer Journey: How it used to be …
Inform Evaluate Quote Buy
Share
...
9www.hilti.com Hilti E-Business Next Generation
… and how it is in the 21st Century
Inform Evaluate Quote Buy
Share
Experi...
10www.hilti.com Hilti E-Business Next Generation
 Easy registration
 Find products fast
 Fast & transparent
ordering
 ...
11www.hilti.com Hilti E-Business Next Generation
Agenda
 Hilti at a glance
 How to embed E-Biz into direct sales model
...
13www.hilti.com Hilti E-Business Next Generation
Questions & Answers
E-Commerce in einem Direktvertriebsmodell - Alexander T. Stampfl, Hilti
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E-Commerce in einem Direktvertriebsmodell - Alexander T. Stampfl, Hilti

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Alexander T. Stampfl am E-Commerce Summit 2014, 6. März 2014 in Zürich.
Bei Hilti ist gemäss Alexander T. Stampfl, Head of E-Business, bei 200‘000 Kundenkontakten pro Tag die Kanalorchestrierung ein wichtiger Erfolgsfaktor. Es gilt, über alle vier Kanäle hinweg (Account Management, Retail, Customer Service, E-Business) dieselben Botschaften und Inhalte anzubieten und dabei sicher zu stellen, dass jeder Kanal seine Bedürfnisse erfüllt. So ist es die Kernaufgabe des E-Channel, gegenüber dem Premium-Kanal des Account Managements, einfachere Aufträge und Standardanfragen zu behandeln sowie als Wissensdatenbank zu dienen. Die Kunden entscheiden frei und benutzen die Kanäle ihrer Wahl, die Kunst liegt nach Stampfl darin, diese so auszugestalten, dass die Kunden entsprechend geleitet werden und die Gestaltung der Customer Journey möglichst einfach ist. Stampfl beendet seine Präsentation mit einer Live-Demo einzelner Funktionen und zeigt auf, dass bei stark erklärungsbedürftigen Produkten dem E-Channel Grenzen gesetzt sind.

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E-Commerce in einem Direktvertriebsmodell - Alexander T. Stampfl, Hilti

  1. 1. E-Commerce in einem Direktvertriebsmodell Schweizer E-Commerce Summit 6. März 2014
  2. 2. 2www.hilti.com Hilti E-Business Next Generation Agenda  Hilti at a glance  How to embed E-Biz into direct sales model  Live Demo
  3. 3. 3www.hilti.com Hilti E-Business Next Generation  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 Hilti – a global company
  4. 4. 4www.hilti.com Hilti E-Business Next Generation Hilti’s focus is on system solutions for construction professionals Our customers Our offering
  5. 5. 5www.hilti.com Hilti E-Business Next Generation Agenda  Hilti at a glance  How to embed E-Biz into direct sales model  Live Demo
  6. 6. 6www.hilti.com Hilti E-Business Next Generation With more than 200.000 customer contacts a day channel orchestration is key Account Manager Daily 70.000 customer contacs Customer Service Daily 66.000 customer contacts Retail Daily 43.000 cust. contacts E-Business Daily 45.000 cust. contacts
  7. 7. 7www.hilti.com Hilti E-Business Next Generation Foundation of channel orchestration is shared understanding of role of each channel Account Manager Customer ServiceRetail E-Business Channel Costs  Relationship Mgmt.  Product demos  Consultative selling  Complex orders  Complex service requests  Immediate demand  Service Hub  Standard orders  Std. service requests  Knowledge data base  Acquisition where AM is too expensive
  8. 8. 8www.hilti.com Hilti E-Business Next Generation The Customer Journey: How it used to be … Inform Evaluate Quote Buy Share Experience Tool Service Desktop Computer Tablet Computer Smartphone Social Media Cust. Service Retail Account Mgr. E-Business
  9. 9. 9www.hilti.com Hilti E-Business Next Generation … and how it is in the 21st Century Inform Evaluate Quote Buy Share Experience Tool Service Desktop Computer Tablet Computer Smartphone Social Media Cust. Service Retail Account Mgr. E-Business
  10. 10. 10www.hilti.com Hilti E-Business Next Generation  Easy registration  Find products fast  Fast & transparent ordering  Order history & tracking  Manage tools (FM, repair)  Instant support  CAD & BIM objects  Approvals & technical documents  Software download  Submittal builder  Product & application information  Service information  Find suitable product  Reference projects, testimonials Ease of doing business, efficiency Fast access to service Scope of Hilti Online Next Generation is geared to needs of identified target user groups Transaction SupportInformation Easy to find Managing Director Purchaser Engineer / Architect  Product information  Technical information  Immediate repurchase  Store locator Mobile solution covering relevant scenarios Urgent Need Jobsite User
  11. 11. 11www.hilti.com Hilti E-Business Next Generation Agenda  Hilti at a glance  How to embed E-Biz into direct sales model  Live Demo
  12. 12. 13www.hilti.com Hilti E-Business Next Generation Questions & Answers

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