After the last exam for the summer, the FIM class of 2015 was invited to an industry visit at Hilti’s central Europe Headquarters in Kaufering. The subject of the day was „Customer Excellence in a Digitalized World“. Following a brief introduction, we had the chance to experience Hilti’s products, which by far include more than just the drill hammer the company is very famous for in Germany. Drilling, chiseling and cutting, very quickly we noticed the complexity of the products that are usually just handled by construction professionals. It therefore comes as no surprise that in the continuous rocess of successful innovation more and more advanced technology is involved in every single product.

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In subsequent presentations, the speakers Stefan Bauert (Head of Process Competence Center Sales & Services) and Dr. Felix Krause (IT Project Manager) emphasized that, at Hilti, excellent products are accompanied by excellence in customer service. The company sells its products directly, without any additional retailers, and mostly through a trained sales force which presents Hilti’s new products at the construction site. To continue the path of growing sales, Hilti uses information technology to intelligently gather information about its customers‘ needs, which helps Hilti’s employees to deal with their customers both more personally and more effectively.
Moreover, Hilti continuously develops new customer services that facilitate everything from the ordering to the right use of the products.
Finally, Mr Bauert and Mr Krause openly discussed their strategy and ideas to achieve customer excellence. They made it very clear that even for Hilti, a tool manufacturer, the future lies in digital technology. Therefore, Hilti is investing heavily both money and time to stay a leading supplier of high-quality products
for construction professionals in a digital world. We would like to thank Hilti, particularly Mr. Bauert and Mr. Krause, for this unique and diverse visit.

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