{"id":5702,"date":"2026-03-31T16:11:06","date_gmt":"2026-03-31T15:11:06","guid":{"rendered":"https:\/\/solutions.axians.com\/sap\/?post_type=reference&#038;p=5702"},"modified":"2026-03-31T16:11:06","modified_gmt":"2026-03-31T15:11:06","slug":"hormann-transparentne-prituzbe-za-bolju-uslugu","status":"publish","type":"reference","link":"https:\/\/solutions.axians.com\/sap\/hr\/referenzen\/hormann-transparentne-prituzbe-za-bolju-uslugu\/","title":{"rendered":"H\u00f6rmann \u2013 Transparentne pritu\u017ebe za bolju uslugu."},"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=\"Dobavlja\u010di za izgradnju gara\u017enih vrata\" class=\"wp-image-5701\" 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 \u2013 Transparentne pritu\u017ebe za bolju uslugu.<\/h1>\n\n\n<p>Ujedinjeno upravljanje pritu\u017ebama pomo\u0107u SAP Service Clouda za europskog broj 1 u kapijama i vratima<\/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\">dobavlja\u010d za gra\u0111evinarstvo<\/div><div class=\"wp-block-post-terms__term\">Proizvodnja<\/div><div class=\"wp-block-post-terms__term\">veleprodaja<\/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\">Projekt na prvi pogled<\/h2>\n\n\n<p>Kako bi modernizirao svoj sustav za upravljanje pritu\u017ebama, H\u00f6rmann je odlu\u010dio standardizirati svoje procese i stvoriti centralizirano, transparentno rje\u0161enje. U tom je nastojanju podr\u017eao Axians, njegov pouzdani partner iz prethodnih projekata u SAP servisnom okru\u017eenju.<\/p>\n\n\n<p><strong>Fokus projekta: <\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Transparentnost i u\u010dinkovitost u upravljanju pritu\u017ebama<\/li>\n\n\n\n<li>Uvo\u0111enje podr\u0161ke alatima za zaposlenike i samoposlu\u017eivanja za kupce<\/li>\n\n\n\n<li>Ujedna\u010den proces uklju\u010duju\u0107i upravljanje promjenama<\/li>\n\n\n\n<li>Uvo\u0111enje u svim njema\u010dkim podru\u017enicama i me\u0111unarodna ekspanzija<\/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\">Polazna to\u010dka:<\/h2>\n\n\n<p>Do sada upravljanje pritu\u017ebama nije imalo jedinstven, digitalno podr\u017ean proces. Pritu\u017ebe su se bilje\u017eile, pratile i komunicirale na razli\u010dite na\u010dine. To je dovelo do dugih rokova obrade, nedostatka transparentnosti i velikog opsega ru\u010dnog rada.<\/p>\n\n\n<h2 class=\"wp-block-heading\">Cilj:<\/h2>\n\n\n<p>Stoga je H\u00f6rmann potra\u017eio rje\u0161enje koje bi standardiziralo postupak obrade pritu\u017ebi u svih 14 njema\u010dkih podru\u017enica i me\u0111unarodnih pogona, u\u010dinilo ga u\u010dinkovitijim i smanjilo optere\u0107enje i za kupce i za zaposlenike.<\/p>\n\n\n<h2 class=\"wp-block-heading\">Rje\u0161enje<\/h2>\n\n\n<p>Axians je sura\u0111ivao s tvrtkom H\u00f6rmann na razvoju sveobuhvatnog koncepta temeljenog na <strong>SAP Service Cloudu<\/strong> kao sredi\u0161njoj platformi za upravljanje glavnim podacima, izdavanje karata i komunikaciju izme\u0111u kupaca, podru\u017enica i proizvodnih pogona.<\/p>\n\n\n<p>U srcu rje\u0161enja nalazi se <strong>aplikacija za samoposlu\u017eivanje temeljena na SAPUI5<\/strong>, integrirana u SAP Service Cloud putem <strong>SAP Business Technology Platform (BTP)<\/strong>. Korisnici je mogu koristiti za neovisno kreiranje, otkazivanje ili pra\u0107enje svojih pritu\u017ebi.<\/p>\n\n\n<p><strong>Vo\u0111eni postupak<\/strong> poma\u017ee zaposlenicima da strukturirano evidentiraju \u0161tetu i osigurava da su sve relevantne informacije u potpunosti dostupne. Sustav je nadopunjen telefonskom i Outlook integracijom kako bi se pojednostavnila suradnja u duhu modernog <strong>centra za interakciju na recepciji<\/strong>.<\/p>\n\n\n<p><strong>To je rezultiralo kontinuiranim digitalnim procesom koji kombinira transparentnost, u\u010dinkovitost i jednostavnost upotrebe.<\/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\">pristup projektu<\/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>Projekt je proveden agilno: u sprintovima od dva do tri tjedna, pod bliskim nadzorom stru\u010dnog odjela.<\/p>\n\n\n<p>Upravljanje promjenama igralo je sredi\u0161nju ulogu u ovom procesu: u <strong>konceptu obuke trenera<\/strong> zaposlenici podru\u017enica bili su uklju\u010deni u ranoj fazi, obu\u010deni i osna\u017eeni da samostalno koriste sustav i prenose svoje znanje.<\/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>Istovremeno je provedena tehni\u010dka implementacija uvo\u0111enjem novog najmoprimca, integracijom postoje\u0107ih inventarskih sustava i lokalizacijom za me\u0111unarodna lansiranja \u2013 \u010dak i u Kini.<\/p>\n\n\n<p>Danas se rje\u0161enje ne koristi samo produktivno u svim njema\u010dkim podru\u017enicama, ve\u0107 slu\u017ei i kao uzorak za druge zemlje i marke unutar H\u00f6rmann Grupe.<\/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\">Rezultat:<\/h2>\n\n\n<p>Novi sustav za upravljanje pritu\u017ebama povezuje sve uklju\u010dene strane \u2013 kupce, prodajne podru\u017enice i pogone \u2013 putem centralne platforme. Nedosljednost medija sada je stvar pro\u0161losti.<\/p>\n\n\n<p>\u017dalbe se mogu transparentno pratiti, vrijeme obrade zna\u010dajno je smanjeno, a zaposlenici mogu u bilo kojem trenutku odgovoriti na smislen na\u010din. Standardizirani procesi tako\u0111er olak\u0161avaju uvo\u0111enje najboljih praksi i omogu\u0107uju kontinuirani razvoj putem zahtjeva za promjene.<\/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>Zahvaljuju\u0107i standardiziranom sustavu za upravljanje pritu\u017ebama implementiranom s Axiansom, na\u0161e prodajne podru\u017enice, pogoni i kupci mogu sura\u0111ivati mnogo u\u010dinkovitije.<\/p>\n<cite><em>Lennard Eichler<\/em><\/cite><\/blockquote>\n\n\n<p><em> <\/em>Voditelj sredi\u0161njih aplikacija za korisnike i usluge, 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\">Razumijemo SAP projekte<\/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\">razumijevanje<\/h3>\n\n\n<p>Osobni sastanci s terenskim timovima na terenu otkrili su stvarne radne metode i prepreke.<\/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\">Dizajniranje rje\u0161enja<\/h3>\n\n\n<p>SAP Service Cloud je osmi\u0161ljen da podr\u017ei cijeli proces kontakta s kupcima.<\/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>Sidrenje<\/strong><\/h3>\n\n\n<p>Ciljani upravljanje promjenama osiguralo je visoku razinu prihva\u0107anja kroz istinsku dodanu vrijednost i konkretnu podr\u0161ku u svakodnevnom \u017eivotu.<\/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\">Ovo bi vas tako\u0111er moglo zanimati<\/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-5402\" style=\"aspect-ratio:16\/9;object-fit:cover\" srcset=\"https:\/\/solutions.axians.com\/sap\/wp-content\/uploads\/2025\/08\/Feel-well-puzzle-Spielszene-2.jpg 1920w, https:\/\/solutions.axians.com\/sap\/wp-content\/uploads\/2025\/08\/Feel-well-puzzle-Spielszene-2-800x533.jpg 800w, https:\/\/solutions.axians.com\/sap\/wp-content\/uploads\/2025\/08\/Feel-well-puzzle-Spielszene-2-768x512.jpg 768w, https:\/\/solutions.axians.com\/sap\/wp-content\/uploads\/2025\/08\/Feel-well-puzzle-Spielszene-2-1536x1024.jpg 1536w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><\/figure>\n\n\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\"><p>Digitalna prodaja redefinirana pomo\u0107u SAP Sales Clouda<\/p>\n\n\n<h2 class=\"wp-block-heading headline\">Ravensburger d.o.o.<\/h2>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\"><div class=\"wp-block-button is-style-primary\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/solutions.axians.com\/sap\/de\/referenzen\/ravensburger\/\">Saznajte vi\u0161e<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\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-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1920\" height=\"1280\" src=\"https:\/\/solutions.axians.com\/sap\/wp-content\/uploads\/2025\/08\/iStock-1205976533-1920x1280.jpg\" alt=\"\" class=\"wp-image-5689\" style=\"aspect-ratio:16\/9;object-fit:cover\" srcset=\"https:\/\/solutions.axians.com\/sap\/wp-content\/uploads\/2025\/08\/iStock-1205976533-1920x1280.jpg 1920w, https:\/\/solutions.axians.com\/sap\/wp-content\/uploads\/2025\/08\/iStock-1205976533-800x533.jpg 800w, https:\/\/solutions.axians.com\/sap\/wp-content\/uploads\/2025\/08\/iStock-1205976533-768x512.jpg 768w, https:\/\/solutions.axians.com\/sap\/wp-content\/uploads\/2025\/08\/iStock-1205976533-1536x1024.jpg 1536w, https:\/\/solutions.axians.com\/sap\/wp-content\/uploads\/2025\/08\/iStock-1205976533-2048x1365.jpg 2048w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><\/figure>\n\n\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\"><p>Digitalna snaga procesa za svje\u017ee vo\u0107e i povr\u0107e<\/p>\n\n\n<h2 class=\"wp-block-heading headline\">Frutura Centar kompetencija za vo\u0107e i povr\u0107e d.o.o.<\/h2>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\"><div class=\"wp-block-button is-style-primary\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/solutions.axians.com\/sap\/de\/referenzen\/frutura-supply-chain\/\">Saznajte vi\u0161e<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>H\u00f6rmann \u2013 Transparentne pritu\u017ebe za bolju uslugu. Ujedinjeno upravljanje pritu\u017ebama pomo\u0107u SAP Service Clouda za europskog broj 1 u kapijama i vratima Projekt na prvi pogled Kako bi modernizirao svoj sustav za upravljanje pritu\u017ebama, H\u00f6rmann je odlu\u010dio standardizirati svoje procese i stvoriti centralizirano, transparentno rje\u0161enje. U tom je nastojanju podr\u017eao Axians, njegov pouzdani partner iz [&hellip;]<\/p>\n","protected":false},"featured_media":5701,"parent":0,"template":"","meta":{"footnotes":""},"industry":[878,869,872],"solution":[866],"headcount":[875],"class_list":["post-5702","reference","type-reference","status-publish","has-post-thumbnail","hentry","industry-dobavljac-za-gradevinarstvo","industry-proizvodnja","industry-veleprodaja","solution-sap-service-cloud","headcount-velik-1-500-zaposlenika"],"lang":"hr","translations":{"hr":5702,"at":5244,"de":3870,"en":5248},"pll_sync_post":{},"_links":{"self":[{"href":"https:\/\/solutions.axians.com\/sap\/wp-json\/wp\/v2\/reference\/5702","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\/5702\/revisions"}],"predecessor-version":[{"id":7450,"href":"https:\/\/solutions.axians.com\/sap\/wp-json\/wp\/v2\/reference\/5702\/revisions\/7450"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/solutions.axians.com\/sap\/wp-json\/wp\/v2\/media\/5701"}],"wp:attachment":[{"href":"https:\/\/solutions.axians.com\/sap\/wp-json\/wp\/v2\/media?parent=5702"}],"wp:term":[{"taxonomy":"industry","embeddable":true,"href":"https:\/\/solutions.axians.com\/sap\/wp-json\/wp\/v2\/industry?post=5702"},{"taxonomy":"solution","embeddable":true,"href":"https:\/\/solutions.axians.com\/sap\/wp-json\/wp\/v2\/solution?post=5702"},{"taxonomy":"headcount","embeddable":true,"href":"https:\/\/solutions.axians.com\/sap\/wp-json\/wp\/v2\/headcount?post=5702"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}