{"id":5248,"date":"2026-02-11T12:47:10","date_gmt":"2026-02-11T12:47:10","guid":{"rendered":"https:\/\/solutions.axians.com\/sap\/?post_type=reference&#038;p=5248"},"modified":"2026-02-11T12:47:10","modified_gmt":"2026-02-11T12:47:10","slug":"hoermann-transparent-complaints-for-better-service","status":"publish","type":"reference","link":"https:\/\/solutions.axians.com\/sap\/references\/hoermann-transparent-complaints-for-better-service\/","title":{"rendered":"H\u00f6rmann &#8211; Transparent complaints for better service."},"content":{"rendered":"\n<section class=\"wp-block-group stage-subpage is-layout-constrained wp-block-group-is-layout-constrained\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1536\" height=\"1024\" src=\"https:\/\/solutions.axians.com\/sap\/wp-content\/uploads\/2026\/02\/Hormann-Referenz-Web.png\" alt=\"\" class=\"wp-image-5215\" srcset=\"https:\/\/solutions.axians.com\/sap\/wp-content\/uploads\/2026\/02\/Hormann-Referenz-Web.png 1536w, https:\/\/solutions.axians.com\/sap\/wp-content\/uploads\/2026\/02\/Hormann-Referenz-Web-800x533.png 800w, https:\/\/solutions.axians.com\/sap\/wp-content\/uploads\/2026\/02\/Hormann-Referenz-Web-768x512.png 768w\" sizes=\"auto, (max-width: 1536px) 100vw, 1536px\" \/><\/figure>\n\n\n\n<div class=\"wp-block-group container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-columns row is-layout-flex wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column col-12 is-layout-flow wp-block-column-is-layout-flow\"><h1 class=\"wp-block-heading headline\">H\u00f6rmann &#8211; Transparent complaints for better service.<\/h1>\n\n\n<p>Standardized complaint management with the SAP Service Cloud for Europe&#8217;s No. 1 in gates and doors<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/section>\n\n\n\n<section class=\"wp-block-group breadcrumb is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-columns row is-layout-flex wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column col-12 is-layout-flow wp-block-column-is-layout-flow\"><nav aria-label=\"breadcrumbs\" class=\"rank-math-breadcrumb\"><p><span class=\"last\">Home<\/span><\/p><\/nav>\n<\/div>\n<\/div>\n<\/div>\n<\/section>\n\n\n\n<section class=\"wp-block-group references-tags is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-columns row is-layout-flex wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column col-12 col-lg-9 is-layout-flow wp-block-column-is-layout-flow\"><div class=\"taxonomy-industry wp-block-post-terms\"><span class=\"wp-block-post-terms__prefix no-links\"> <\/span><div class=\"wp-block-post-terms__term\">Construction supplier<\/div><div class=\"wp-block-post-terms__term\">Manufacturing<\/div><div class=\"wp-block-post-terms__term\">wholesale<\/div><\/div>\n\n<div class=\"taxonomy-solution wp-block-post-terms\"><div class=\"wp-block-post-terms__term\">SAP Service Cloud<\/div><\/div><\/div>\n<\/div>\n<\/div>\n<\/section>\n\n\n\n<section class=\"wp-block-group text-indent-big is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-columns row is-layout-flex wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column col-12 col-lg-9 is-layout-flow wp-block-column-is-layout-flow\"><h2 class=\"wp-block-heading\">The project at a glance<\/h2>\n\n\n<p>In order to modernize its complaints management, H\u00f6rmann 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.<\/p>\n\n\n<p><strong>Project focus: <\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Transparency and efficiency in complaints management<\/li>\n\n\n\n<li>Introduction of tool support for employees and self-service for customers<\/li>\n\n\n\n<li>Standardized process including change management<\/li>\n\n\n\n<li>Rollout across all German branches and international expansion<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n<\/section>\n\n\n\n<section class=\"wp-block-group text-indent is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-columns row is-layout-flex wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column col-12 col-lg-9 is-layout-flow wp-block-column-is-layout-flow\"><h2 class=\"wp-block-heading headline\">The initial situation:<\/h2>\n\n\n<p>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.<\/p>\n\n\n<h2 class=\"wp-block-heading\">The goal:<\/h2>\n\n\n<p>H\u00f6rmann 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.<\/p>\n\n\n<h2 class=\"wp-block-heading\">The solution<\/h2>\n\n\n<p>Together with H\u00f6rmann, Axians developed a holistic concept based on the <strong>SAP Service Cloud<\/strong> as a central platform for master data management, ticketing and communication between customers, branches and production plants.<\/p>\n\n\n<p>The core of the solution is a <strong>SAPUI5-based self-service app<\/strong>, integrated into the SAP Service Cloud via the <strong>SAP Business Technology Platform (BTP)<\/strong>. Here, customers can create, cancel or track their complaints independently.<\/p>\n\n\n<p>A <strong>&#8220;Guided Procedure&#8221;<\/strong> 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 <strong>front desk interaction center<\/strong>.<\/p>\n\n\n<p><strong>The result is an end-to-end digital process that combines transparency, efficiency and user-friendliness.<\/strong><\/p>\n<\/div>\n<\/div>\n\n\n\n<p><\/p>\n<\/div>\n<\/section>\n\n\n\n<section class=\"wp-block-group text-indent-50-50 is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-columns row row--headline is-layout-flex wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column col-12 is-layout-flow wp-block-column-is-layout-flow\"><h2 class=\"wp-block-heading headline\">Project approach<\/h2>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns row row--text is-layout-flex wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column col-12 is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\"><p>The project was implemented in an agile manner: in two to three-week sprints, closely supported by the specialist department.<\/p>\n\n\n<p>Change management played a central role in this: in a <strong>train-the-trainer concept<\/strong>, employees at the branches were involved at an early stage, trained and empowered to use the system independently and carry it forward<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column col-12 is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\"><p>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 &#8211; all the way to China.<\/p>\n\n\n<p>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 H\u00f6rmann Group.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/section>\n\n\n\n<section class=\"wp-block-group text-indent is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-columns row is-layout-flex wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column col-12 col-lg-9 is-layout-flow wp-block-column-is-layout-flow\"><h2 class=\"wp-block-heading headline\">The result:<\/h2>\n\n\n<p>The new complaints management system connects all parties involved &#8211; customers, sales branches and plants &#8211; via a central platform. Media disruptions are a thing of the past.<\/p>\n\n\n<p>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.<\/p>\n<\/div>\n<\/div>\n\n\n\n<p><\/p>\n<\/div>\n<\/section>\n\n\n\n<section class=\"wp-block-group quote is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-columns row is-layout-flex wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column col-12 col-lg-9 is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\"><blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>&#8220;Thanks to the standardized complaint management with Axians, our sales offices, plants and customers can work together much better.&#8221;<\/p>\n<cite><em>Lennard Eichler<\/em><\/cite><\/blockquote>\n\n\n<p><em> <\/em>Head of Department Central Customer and Service Applications H\u00f6rmann<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/section>\n\n\n\n<section class=\"wp-block-group text-indent-33-33-33 is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-columns row row--headline is-layout-flex wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column col-12 is-layout-flow wp-block-column-is-layout-flow\"><h2 class=\"wp-block-heading headline\">We understand SAP projects<\/h2>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns row row--text is-layout-flex wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column col-12 is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\"><h3 class=\"wp-block-heading headline\">Understand<\/h3>\n\n\n<p>Personal appointments with the field service teams on site made real working methods and hurdles visible.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column col-12 is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\"><h3 class=\"wp-block-heading headline\">Design solution<\/h3>\n\n\n<p>The SAP Service Cloud was designed to support the entire customer contact.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column col-12 is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\"><h3 class=\"wp-block-heading headline\"><strong>Anchoring<\/strong><\/h3>\n\n\n<p>Targeted change management ensured a high level of acceptance through real added value and concrete support in everyday life.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/section>\n\n\n\n<section class=\"wp-block-group cross-selling is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-columns row is-layout-flex wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column col-12 is-layout-flow wp-block-column-is-layout-flow\"><h2 class=\"wp-block-heading headline\">This could also be of interest to you<\/h2>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group container cards is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-columns row is-layout-flex wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column col-12 col-lg-6 is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1920\" height=\"1280\" src=\"https:\/\/solutions.axians.com\/sap\/wp-content\/uploads\/2025\/08\/Feel-well-puzzle-Spielszene-2.jpg\" alt=\"\" class=\"wp-image-1811\" style=\"aspect-ratio:16\/9;object-fit:cover\" 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Standardized complaint management with the SAP Service Cloud for Europe&#8217;s No. 1 in gates and doors The project at a glance In order to modernize its complaints management, H\u00f6rmann decided to standardize its processes and create a central, transparent solution. This was supported by Axians, a proven partner [&hellip;]<\/p>\n","protected":false},"featured_media":5215,"parent":0,"template":"","meta":{"footnotes":""},"industry":[798,327,315],"solution":[796],"headcount":[440],"class_list":["post-5248","reference","type-reference","status-publish","has-post-thumbnail","hentry","industry-construction-supplier","industry-manufacturing","industry-wholesale","solution-sap-service-cloud","headcount-large-1500-employees"],"lang":"en","translations":{"en":5248,"at":5244,"de":3870,"hr":5702},"pll_sync_post":[],"_links":{"self":[{"href":"https:\/\/solutions.axians.com\/sap\/wp-json\/wp\/v2\/reference\/5248","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/solutions.axians.com\/sap\/wp-json\/wp\/v2\/reference"}],"about":[{"href":"https:\/\/solutions.axians.com\/sap\/wp-json\/wp\/v2\/types\/reference"}],"version-history":[{"count":2,"href":"https:\/\/solutions.axians.com\/sap\/wp-json\/wp\/v2\/reference\/5248\/revisions"}],"predecessor-version":[{"id":5250,"href":"https:\/\/solutions.axians.com\/sap\/wp-json\/wp\/v2\/reference\/5248\/revisions\/5250"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/solutions.axians.com\/sap\/wp-json\/wp\/v2\/media\/5215"}],"wp:attachment":[{"href":"https:\/\/solutions.axians.com\/sap\/wp-json\/wp\/v2\/media?parent=5248"}],"wp:term":[{"taxonomy":"industry","embeddable":true,"href":"https:\/\/solutions.axians.com\/sap\/wp-json\/wp\/v2\/industry?post=5248"},{"taxonomy":"solution","embeddable":true,"href":"https:\/\/solutions.axians.com\/sap\/wp-json\/wp\/v2\/solution?post=5248"},{"taxonomy":"headcount","embeddable":true,"href":"https:\/\/solutions.axians.com\/sap\/wp-json\/wp\/v2\/headcount?post=5248"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}