CASE STUDY / KWB
TRANSFORMATION TO DIGITAL END-TO-END SERVICE BY INTELLIGENT SOFTWARE SUPPORT
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Requirements:
- Introduction of intelligent software-based customer service appointment- and tour-planning as well as a mobile solution for disposition / customer service and service technicians in Germany and Austria
- Consistent digital processes across the entire customer journey: from arranging an appointment in the 24/7 self-service portal to supporting the service technicians at the customer's site
- Reduction of work for the back office through optimised self-service appointments, fully automatic scheduling and intelligent route planning with a simultaneous real-time connection of the sales force
Benefits:
- High customer satisfaction through a consistent digital customer journey and the integration of self-service appointments
- Increase of the first-time fix rate
- Efficient and consistent digital processes as well as optimised interaction between office and field staff through real-time data exchange
- Discharge and increased efficiency in office and field service with increasing customer numbers and sustained organisational growth
More information:
kwb.net
KWB is a premium solution provider for renewable energies and is considered an innovation leader in the industry. The specialist for wood heating systems with its headquarters in Austria and sales worldwide also offers solar thermal systems for hot water preparation and heating support, heating containers, heat pumps as well as storage and control technology and related services. KWB strengthens its service network in Austria and Germany through the use of intelligent tour and appointment optimisation software, thereby aligning end-to-end digital service processes even more closely to the customer.
KWB has stood for “power and heat from biomass” for 25 years and is a synonym for innovative heating solutions from Austria. With its strong customer focus the brand from Styria in Austria focuses on people and pursues a clear vision: "We give energy for life!" Thus KWB stands for environmentally friendly energy systems and gives customers the security that KWB heating systems are a visible sign of responsible use of resources and the environment.
KWB products are used worldwide. The customer base includes single-family home owners, farmers, tourism companies, traders and energy suppliers. KWB maintains a strong sales and service network in Austria, Germany, France and Italy.
KWB has stood for “power and heat from biomass” for 25 years and is a synonym for innovative heating solutions from Austria. With its strong customer focus the brand from Styria in Austria focuses on people and pursues a clear vision: "We give energy for life!" Thus KWB stands for environmentally friendly energy systems and gives customers the security that KWB heating systems are a visible sign of responsible use of resources and the environment.
KWB products are used worldwide. The customer base includes single-family home owners, farmers, tourism companies, traders and energy suppliers. KWB maintains a strong sales and service network in Austria, Germany, France and Italy.
THE CHALLENGE
Like many medium-sized companies, KWB was faced with the challenge of digitising its processes efficiently and in a targeted manner looking into a competitive growth market. The focus was on covering all customer-related processes and customer communication, thus creating a seamless customer journey and the best possible customer experience. In addition to reducing the workload in the back office through optimised self-service appointments and a fully automatic scheduling and tour optimisation, a real-time connection of the sales force should be achieved at the same time. "For us, designing digital transformation means developing all areas related to customers and customer communication and digitally setting up all processes in a customer-oriented and consistent manner in order to achieve a high level of customer satisfaction with high efficiency," outlines Christian Luttenberger, customer service manager at KWB, the challenge the company faced.
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