Nintex > Case Studies > STIHL's Digital Transformation: 30% Improvement in Speed of Deliveries

STIHL's Digital Transformation: 30% Improvement in Speed of Deliveries

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Applicable Industries
  • Retail
  • Transportation
Applicable Functions
  • Logistics & Transportation
  • Sales & Marketing
Use Cases
  • Additive Manufacturing
  • Leasing Finance Automation
  • Retail Store Automation
About The Customer
STIHL Australia is a retail company that is part of the global STIHL network, which had over 17,000 employees worldwide in 2018. The company is known for its commitment to delivering seamless customer experiences, differentiating itself through its focus on customer delight and long-term loyalty. STIHL Australia manages up to 30 product launches a year, involving various parts of the business from Finance to Marketing to IT. The company was previously reliant on manual, paper-based processes, which were slowing down operations and hindering customer service.
The Challenge
STIHL Australia, a retail company, was grappling with the inefficiencies of manual, paper-based processes. The company relied heavily on physical forms for various processes, including capital expenditure requests and product launches. This method was not only time-consuming but also resulted in a lack of visibility and accountability. The company had initially attempted to automate their workflow using Microsoft InfoPath, but the product's impending deprecation led them to seek a more robust and reliable platform. Additionally, STIHL's customer service was being hindered by these manual processes, preventing employees from focusing on delivering excellent customer experiences.
The Solution
STIHL Australia turned to K2 Software to automate and streamline their processes. The company's first automation project was a capital expenditure (CapEx) request form and workflow. This digital transformation allowed for faster transfer of information and documents between departments and employees. The CapEx workflow, accessible via SharePoint, covered all levels of approvals and notifications, and could generate a PDF version of the form upon approval. STIHL also used K2 Software to manage, maintain, and track the progress of all product launches and changes, creating a centralized repository for all related documents and data. Furthermore, STIHL reinvented their customer service process by managing and recording end-user inquiries in a single location, providing a knowledge base to call center operators. This integrated system improved scheduling, email notifications, and reminders, enhancing STIHL's customer service capabilities.
Operational Impact
  • The implementation of K2 Software has brought about significant operational improvements for STIHL Australia. The automation of the CapEx process has increased the speed of information and document transfer, enhancing efficiency and transparency. The centralization of product launch management has eliminated issues arising from inconsistent management and updates, ensuring smoother and more efficient product launches. The reinvention of the customer service process has enabled STIHL to better manage and record customer inquiries, improving their ability to follow up and ultimately enhancing their customer service capabilities. Overall, the digital transformation has resulted in improved efficiency, transparency, and accountability in the workplace.
Quantitative Benefit
  • 30% improvement in speed of delivery
  • 30 product launches managed annually
  • Service to over 17,000 employees worldwide

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