Optimal user experience for customers
Digital growth engine
Today, the Viega Group employs almost 5000 people worldwide and is one of the leading manufacturers of installation technology for sanitary and heating systems. Viega is working on sustainable success at ten locations. Production is concentrated in four German plants. Special solutions for the respective local markets are produced in McPherson/USA, Wuxi/China and Sanand/India. Installation technology as a core competence constantly acts as a growth engine. In addition to piping systems, the product range includes pre-wall and drainage technology. The product range comprises around 17,000 articles that are used almost everywhere: in building services as well as in the utilities industry or in industrial plant construction and shipbuilding. The family-owned company was founded in Attendorn in 1899. As early as the 1960s, the course was set for internationalization. Today, Viega brand products are used worldwide. Sales are mainly handled by the company's own sales organizations in the respective markets.
Project Challenges
Digital Platform for customers
Objective
More satisfied customers with a self-service and dialog platform: This was the basis for the vision of the "MyViega Hub". This is where diva-e's digital experts came in to support the creation of the knowledge and dialog platform. The Hub enables the management of all points of contact with Viega and makes it possible to experience new products and services from Viega digitally. The platform also includes the ability to view orders and their delivery status and offers both fast, direct support and expert advice.
The users of the "MyViega Hub" are professional installers and planners, architects and property developers, wholesalers and Viega sales staff.
Salesforce Experience Cloud for the win
Implementation
The implementation was carried out using the Salesforce Experience Cloud; combined with a convincing UX concept. The decisive advantage of the platform is the absolute focus on user experience.
Result
With its simple and intuitive application and the bundling of various functions in one platform, the "MyViega Hub" creates an optimal user experience for customers. Longer waiting times or multiple contacts with customer service have been reduced by 80%. The platform was implemented in the USA in February 2022. In the course of 2022, Europe and other countries in which Viega sells products and services followed.
Partner im Projekt
