Seizing the opportunitiesthat digitization brings


Sales

Bridge the gaps between processes and communication channels

  • Digital collaboration between the customer and field sales: Quotations, orders, order status monitoring and invoicing all in a single system
  • Dealers embedded in the company network: Online store gives access to the customer’s buying history and preferences (for cross-selling and upselling purposes)
  • Field sales steered efficiently by means of mobile apps and real-time reporting

Integrate new digital tools, systems and channels

  • Customers get involved in the longterm: Voice of the Customer, customer experience measurement
  • Artificial intelligence techniques implemented in online stores
  • Products purchasable from any channel without having to switch to an online store system

Convert processes from analog to digital

  • Quotations generated instantly for immediate feedback from the customer
  • Sales appointments with the customer scheduled digitally and automatically
  • Information from both brick-and-mortar and online stores flows into a single repository

Integrate new areas and aspects of business

  • New methods and opportunities become available for cooperation among departments and business partners
  • New product innovations and packages of products, services and solutions, with customers involved in development
  • Quotations can be better modularized

Marketing

Bridge gaps between processes and media channels

  • Target groups selected using all available information and channels
  • Responses to customers automatically and consistently use the customer’s choice of channel
  • Data on results of campaigns (e.g. subsequent increases in sales) consolidated from all channels

Integrate new digital tools, systems and channels

  • Campaigns oriented on customer behavior (e.g. click tracking)
  • Users tracked across different channels and targeted according to their individual preferences in content and channels
  • Pre-targeting: making the right offer to the right customer on the right channel at the right time

Convert processes from analog to digital

  • Campaigns are tailored according to need
  • Interaction takes place across channels and fragmented, compartmentalized data is consolidated
  • Reactions to events (e.g. new registrations to a webinar) can be automated and campaigns escalated as appropriate to the response received

Integrate new areas and aspects of business

  • Customer requirements analyzed and structured, new communication channels become available
  • Customer behavior more accurately predicted using better models
  • Customer experience extended in new ways, such as augmented reality and gamification

Customer service

Bridge gaps between processes and media channels

  • Transition between online and offline worlds becomes seamless (e.g. research online, search for a dealership, make an appointment with a dealer, get directions sent to your smartphone)
  • Supply chain becomes transparent to the customer
  • Service calls coordinated, recorded and processed digitally, can be forwarded on to development departments as necessary

Integrate new digital tools, systems and channels

  • AI assistance for service calls, digital assistants
  • Self-service
  • Customer service expanded to other channels, e.g. customer communities, blogs & vlogs, Twitter, XING

Convert processes from analog to digital

  • Seamless, uncomplicated post-purchase support available across all channels
  • On-site digital documentation: e.g. photos of machines, faults, error logs, etc.
  • Virtual consultants for customers

Integrate new areas and aspects of business

  • Maintenance digitized to optimize productivity
  • Demand for consumable supplies predicted through analysis of production processes
  • Customer satisfaction surveys are quickly completed and provide meaningful results