This document discusses Hilti's approach to embedding e-business into its direct sales model. Hilti is a global leader in providing innovative products and services to construction professionals. It has a presence in over 120 countries and realizes over $4 billion in annual sales through its direct sales model. The document outlines how Hilti manages over 200,000 customer contacts per day across its account manager, customer service, retail, and e-business channels. It also discusses how Hilti's e-business platform addresses the needs of different customer groups through features that support transactions, service, and information access. Finally, the document concludes with an agenda that includes a live demo of Hilti's e-business capabilities.

1. E-Commerce in einem Direktvertriebsmodell
Schweizer E-Commerce Summit
6. März 2014

2. 2www.hilti.com Hilti E-Business Next Generation
Agenda
 Hilti at a glance
 How to embed E-Biz into direct sales model
 Live Demo

3. 3www.hilti.com Hilti E-Business Next Generation
 One of the global leading companies in providing innovative products and
services to construction professionals
 Founded 1941 in Schaan, Principality of Liechtenstein
 Presence in more than 120 countries
 Brand promise: Hilti. Outperform. Outlast.
 More than 20,000 team members
 Sales 2013: 4.340 Million CHF
 Direct sales model
Hilti – a global company

4. 4www.hilti.com Hilti E-Business Next Generation
Hilti’s focus is on system solutions for
construction professionals
Our customers Our offering

5. 5www.hilti.com Hilti E-Business Next Generation
Agenda
 Hilti at a glance
 How to embed E-Biz into direct sales model
 Live Demo

6. 6www.hilti.com Hilti E-Business Next Generation
With more than 200.000 customer contacts a
day channel orchestration is key
Account Manager
Daily 70.000 customer contacs
Customer Service
Daily 66.000 customer contacts
Retail
Daily 43.000 cust. contacts
E-Business
Daily 45.000 cust. contacts

7. 7www.hilti.com Hilti E-Business Next Generation
Foundation of channel orchestration is shared
understanding of role of each channel
Account Manager Customer ServiceRetail E-Business
Channel Costs
 Relationship Mgmt.
 Product demos
 Consultative selling
 Complex orders
 Complex service
requests
 Immediate demand
 Service Hub
 Standard orders
 Std. service requests
 Knowledge data base
 Acquisition where AM
is too expensive

8. 8www.hilti.com Hilti E-Business Next Generation
The Customer Journey: How it used to be …
Inform Evaluate Quote Buy
Share
Experience
Tool
Service
Desktop
Computer
Tablet
Computer
Smartphone
Social Media
Cust. Service
Retail
Account Mgr.
E-Business

9. 9www.hilti.com Hilti E-Business Next Generation
… and how it is in the 21st Century
Inform Evaluate Quote Buy
Share
Experience
Tool
Service
Desktop
Computer
Tablet
Computer
Smartphone
Social Media
Cust. Service
Retail
Account Mgr.
E-Business

10. 10www.hilti.com Hilti E-Business Next Generation
 Easy registration
 Find products fast
 Fast & transparent
ordering
 Order history &
tracking
 Manage tools (FM,
repair)
 Instant support
 CAD & BIM objects
 Approvals &
technical
documents
 Software download
 Submittal builder
 Product &
application
information
 Service information
 Find suitable
product
 Reference projects,
testimonials
Ease of doing
business, efficiency
Fast access to
service
Scope of Hilti Online Next Generation is geared to
needs of identified target user groups
Transaction SupportInformation
Easy to find
Managing
Director Purchaser
Engineer /
Architect
 Product information
 Technical
information
 Immediate
repurchase
 Store locator
Mobile solution
covering relevant
scenarios
Urgent Need
Jobsite
User

11. 11www.hilti.com Hilti E-Business Next Generation
Agenda
 Hilti at a glance
 How to embed E-Biz into direct sales model
 Live Demo

13. 13www.hilti.com Hilti E-Business Next Generation
Questions & Answers