Liebherr Hausgeräte Delivers on High Quality Customer Service


Liebherr Hausgerate Case Study Image

Company Profile

Liebherr Hausgeräte is the domestic appliances division of Liebherr, one of the world’s largest manufacturers of construction machinery. With manufacturing plants in Germany, Austria, Bulgaria, Malaysia and India, the company produces more than 7,000 domestic refrigerators and freezers every day.

Summary

This manufacturer of domestic refrigerators and freezers has transformed its customer repair process using the K2 business process automation platform. Liebherr Hausgeräte's new, end-to-end K2 workflow enables it to deliver a high standard of customer service, improve collaboration with over 300 partners and streamline quality control procedures.

PROBLEM

Liebherr Hausgeräte can attribute its success to many factors — one of which is its commitment to developing highly efficient business processes. For many years, the company had used Microsoft SharePoint and Nintex to automate key business workflows, but it had become frustrated with the limitations of this technology. It had ambitions to create more complex and comprehensive business process automations, and SharePoint alone was not up to the task.

In particular, Liebherr Hausgeräte wanted to create an automated, end-to-end process for its customer repairs that could be initiated directly by customers and used by external partners as well as internal employees. The company had recently migrated to the Microsoft Dynamics Customer Relationship Management (CRM) platform and, as a result, could no longer make its core CRM application available to over 300 external service partners without buying Microsoft licenses for each and every one of them.

“We had to find a way to give our partners the tools and CRM information they need, without a cost explosion,” said Marcel Maier, CRM Project Leader at Liebherr Hausgeräte.

SOLUTION

Liebherr Hausgeräte selected the K2 process automation platform and, in just two years, developed more than 20 workflows, fully integrated with other core business applications.

The organization finds it very easy to create process prototypes and implement new workflows using the K2 platform. For example, it took Liebherr Hausgeräte less than three days to develop a new process to allow customers to apply for a free gift as part of a marketing promotion.

“The K2 platform is very stable, and much faster and easier to use than SharePoint and Nintex,” said Andreas Gümbel, SharePoint Team Leader at Liebherr Hausgeräte. “You do not need to have specialist programming knowledge to be able to develop K2 processes.”

Most significantly, the K2 platform has enabled Liebherr Hausgeräte to introduce a new repair process that helps the organization to deliver a fast, effective repair service for customers. Now, when customers have a fault with an appliance, they can complete a K2 form on the Liebherr Hausgeräte website, providing details of the product serial number and nature of the problem. This K2 service request is automatically passed to Microsoft Dynamics CRM and the repair is quickly allocated to the nearest approved service partner.

The service partners can then use the K2 workflow to accept the repair requests, notify Liebherr Hausgeräte when repairs are completed, upload information about repairs and raise invoices. In short, they can collaborate effectively with Liebherr Hausgeräte without needing a costly Microsoft Dynamics CRM license.

Furthermore, the new K2-enabled repair process plays a key role in helping Liebherr Hausgeräte to deliver a high standard of quality control. The K2 process prompts service partners to return broken or faulty parts removed from customer appliances. When these parts are received, Liebherr Hausgeräte employees use K2 to record them and forward them to the quality management team, where they are assessed and decisions can be made about how to adapt parts to improve their reliability in the future.

The Liebherr Hausgeräte repair process is an excellent example of how K2 can improve efficiency by creating a single business process that integrates multiple steps, business systems, customers, third parties and employees from different departments. “The K2 platform has allowed us to create a connected repairs process that is one closed circle,” said Maier, in conclusion. “It is helping us to improve our overall business efficiency, while delivering a high quality service for our customers.”