Hörmann – Transparent complaints for better service.

Standardized complaint management with the SAP Service Cloud for Europe’s No. 1 in gates and doors

Construction supplier

Manufacturing

wholesale

SAP Service Cloud

The project at a glance

In order to modernize its complaints management, Hörmann decided to standardize its processes and create a central, transparent solution. This was supported by Axians, a proven partner from previous projects in the SAP service environment.

Project focus:

Transparency and efficiency in complaints management
Introduction of tool support for employees and self-service for customers
Standardized process including change management
Rollout across all German branches and international expansion

The initial situation:

Until now, complaints management lacked a standardized, digitally supported process. Complaints were recorded, tracked and communicated in different ways. This led to long processing times, a lack of transparency and a high level of manual effort.

The goal:

Hörmann was therefore looking for a solution that would standardize the complaints system across all 14 German branches and international plants, make it more efficient and relieve the burden on customers and employees alike.

The solution

Together with Hörmann, Axians developed a holistic concept based on the SAP Service Cloud as a central platform for master data management, ticketing and communication between customers, branches and production plants.

The core of the solution is a SAPUI5-based self-service app, integrated into the SAP Service Cloud via the SAP Business Technology Platform (BTP). Here, customers can create, cancel or track their complaints independently.

A “Guided Procedure” supports employees in the structured recording of claims and ensures that all relevant information is available in full. The system is supplemented by telephone and Outlook integration to simplify collaboration in the sense of a modern front desk interaction center.

The result is an end-to-end digital process that combines transparency, efficiency and user-friendliness.

Project approach

The project was implemented in an agile manner: in two to three-week sprints, closely supported by the specialist department.

Change management played a central role in this: in a train-the-trainer concept, employees at the branches were involved at an early stage, trained and empowered to use the system independently and carry it forward

The technical implementation took place in parallel with the introduction of a new tenant, the integration of existing systems and the localization for international rollouts – all the way to China.

Today, the solution is not only in productive use in all German branches, but also serves as a blueprint for other countries and brands within the Hörmann Group.

The result:

The new complaints management system connects all parties involved – customers, sales branches and plants – via a central platform. Media disruptions are a thing of the past.

Complaints can be tracked transparently, processing times have been significantly reduced and employees can respond in a meaningful way at any time. The standardized processes also facilitate the introduction of best practices and enable continuous further development through change requests.

“Thanks to the standardized complaint management with Axians, our sales offices, plants and customers can work together much better.”
Lennard Eichler

Head of Department Central Customer and Service Applications Hörmann