With a solution designed in this way, the customers can go through all processes completely on their own, without any assistance from Hilti employees. All the necessary data — concerning the customer, their contracts, equipment, and tool status — is provided automatically by the Hilti’s IT systems.
Once all the steps have been completed, the customer request is sent to the backend system where it is immediately processed. In turn, the customer is given a message confirming that the order was accepted for execution. And all this is done automatically without involving a customer service team.
It must be pointed out that the user interface of the new solution utilizes Responsive Web Design (RWD). Thanks to that, the customer is provided with the same consistent experience on all devices anywhere, whether it be a desktop or laptop in the office, a tablet in a warehouse or in a tool crib, or a smartphone on the construction site.
What’s more, the new solution respects the specific aspects of business processes in various countries and allows Hilti local teams to implement and adapt only selected functionalities in accordance with their country-specific needs and limitations.