Case Study Kärcher EN

Our customer Alfred Kärcher GmbH

TRANSPARENCY AT THE TOUCH OF A BUTTON The “myGW” customer portal

EVERYTHING YOU NEED IN ONE PORTAL

Logistics managers and account managers need quick answers to many different questions. When will the goods arrive? What does the transport cost? Where is the proof of delivery? The demands for transparency and information in real time are constantly increasing, which is why Gebrüder Weiss has developed a digital solution that serves as a single point of call for all services and information associated with a functional supply chain.

Act more swiftly with greater precision and efficiency – with myGW.

AT A GLANCE:

Alfred Kärcher SE & Co. KG, Kärcher for short, is a manufacturer of cleaning equipment and systems. This familyowned company with its headquarters in Winnenden, Germany/Baden-Württemberg, employs 13,500 people worldwide. As a global leader in cleaning technology, it is represented in 72 countries with 127 national companies, and produces and sells its extensive product range around the globe.

THE CHALLENGE

THE CHALLENGE The initial situation at Kärcher Austria: Specialist dealers, DIY stores and Kärcher Centers must receive their supplies punctually every day via various central warehouses. Kärcher's customer service should be able to provide fast and expert information on enquiries relating to ordering and delivery processes. ● Extensive logistics network

● Great need for communication ● High demands on quality and punctuality

THE SOLUTION

THE SOLUTION The “myGW” customer portal unites communication, information, and real-time services in a single digital platform, thereby offering maximum efficiency and transparency.

Summary of services: ● Track & Trace, incl. ETA: The consignment’s status, location and expected time of arrival can be accessed online at any time; details about the consignment can be shared with third parties by means of a link

● Standardized communication: Inquiries go to the right place directly; communication history visible to all participants ● Document management: Online access to all relevant documents (invoices, PODs, etc.)

● Warehousing: Current stock availability in real time ● eBooking: Electronic order management ● Calculation: Determine transport prices online

THE BENEFITS

THE BENEFITS Expert and transparent Kärcher customer support provides expert and transparent information on any request: myGW provides the exact data on the status, location and expected time of arrival of a consignment (ETA: Estimated Time of Arrival) in real time.

Reliable and fast All relevant supply chain data is stored in the portal.

Documents such as invoices or proof of deliveries can be retrieved reliably and quickly.

Improved communication Because myGW is so easy to operate, this not only frees up time for the customer service department, but also improves the overall quality of communication. Well-grounded information underlines the Kärcher quality promise.

Bernadette Nieman

Providing expert and transparent information is the be-all and end-all of customer service.

Always a problem-free experience with myGW!

Customer Service Director, Claims & Returns Kärcher Austria

“Previously, we experienced difficulties more frequently when it came to proof of delivery. Now, such requests are dealt with quickly. This is not only a relief to our customers, but also makes work easier for our employees. Long and tiresome searches are now a thing of the past.” www.kaercher.at

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