Würth
Focus on customers

Greater understanding of customers creates the conditions for increased digital sales

00. Facts
Revenue

+700 mio. kr.

Employees

+500

Products

+60.000

Denmarks biggest

B2B-Sales organization

Sustainability

Requirements for suppliers on environmentally friendly products and certifications

Focus

Omnichannel

01. executive summary

THE BASIS OF WÜRTHS DIGITAL JOURNEY

A thorough analysis of the customer journey and the customers’ pains and gains has resulted in a digital strategy and a number of interactive prototypes. This makes it possible to develop digital tools that support  Würth Danmark and the Danish end customers.

The interaction between the analogue and digital channels has been strengthened, and a personalized omnichannel solution eases the customer’s order process and strengthens the repurchase rate.

02. Challenge

HOW CAN WÜRTH INCREASE ITS DIGITAL TURNOVER?

Würths vision is to be the best at freeing up resources and adding competences.

Based on this vision, Würth wishes to increase its digital turnover, and this must be done by helping customers in their daily lives.

Forstå kunderne og styrk loyaliteten
værktøj
03. Concept

UNDERSTAND THE CUSTOMERS.
STRENGTHEN LOYALTY.

To offer customers the best possible service, you must put yourself in the customer’s place.

Through a series of interviews and customer visits, we have analyzed Würth’s different customer types and the pains and gains they experience in their daily work.

The benefits are a digital strategy and a number of interactive prototypes, which enable Würth’s German IT department to develop digital tools that support Würth Danmark and the Danish end customers.

Targeted efforts have been made to strengthen the interaction between the analogue and digital channels, and the result is a personalized omnichannel solution that facilitates customers’ order process and strengthens the repurchase rate.

From day one, IMPACT has put our customers first and forced us to think outside-in. They have understood our business, our technical challenges and our customers’ needs.

Donny MoerkerkCEO, Würth Danmark A/S
04. Process

DEEP BUSINESS UNDERSTANDING THROUGH INTERVIEWS

Business understanding is not achieved in front of a computer. We have visited Würth and talked to more than 30 customers, internal stakeholders, customer service and customer consultants, etc.

We have done this to acquire a deep understanding of Würth’s business, Würth’s customers and their daily lives and needs.

At the same time, we have analyzed data, existing IT architecture and procedural gaps – and linked this to trends and the competitors’ capabilities.

In this way, we achieve the full picture of the business and can advise on the right choices and passes.

End-customers are demanding more and more, which is why customer journeys are becoming more important. Together with Würth, we try to put the customers at the center of all activities, and this gives results.

Tore Kjellund | IMPACT Team
Tore KjellandDirector, Delivery, Partner
05. TECHNOLOGY

WHEN WE MAKE USER REQUIREMENTS SPECIFIC

Würth Danmark is closely connected to their German IT Department. A central part of the process has therefore been to prepare projects so that Würth’s IT Department can make decisions and execute on its own.

Scoping

Our UX team therefore identified requirements and needs and produced and user-tested interactive prototypes.

Then we carried out a larger scoping process, where we specified the basis for Würth’s digital journey and ensured that the IT architecture can support Würth’s end-customer requirements.

Interaktive prototype udarbejdet for Würth

IMPACT has enabled us to not only tell, but to show our IT suppliers how we expect the solutions to look. If you can also explain, as can IMPACT, why customers are asking for this, what technical challenges we must solve, and which business case is behind it, the entire process becomes much easier.e.

Bo Florin
Bo FlorinIT-chef/CIO

Want to know more about the project?

Contact Tore. He will be happy to tell you more about this case. 

Tore Kjellund | IMPACT Team