Hörmann: Intelligent customer service via app and website
The international Hörmann Group integrates a uniform system for customer support
Customer since: May 2014
Employee: over 6,000
Sales: over EUR 1 billion
The worldwide producer Hörmann KG is Europe's leading provider for doors and gates.
OMQ Contact in use
The Hörmann-Group is Europe’s leading provider of doors, gates, frames and drive trains. Since the founding in 1935, more than 15 million gates were produced and delivered worldwide. Furthermore, more than 6,000 employees develop and produce valuable gates, doors, frames and drive trains for the use in private and commercial property. The products are made in 27 specialised factories in Europe, North America and Asia.
It was important for the international company to use a cross-national system. In addition, the system had to be simple and easy to control and meet all the requirements of the group. Hörmann opted for OMQ's technology after an invitation to tender and still uses the AI-based knowledge database today.
With the BiSecure-App, which was developed from the brand leader of gate technology, it is possible to control drive trains of garage doors, entrance gates, front doors, light and further devices with a smartphone or tablet. Even a status request is possible, for example, the door position, locking status of a front door or whether the lighting is turned on. Questions, which are caused during usage, can be automatically answered through the direct connection with OMQ self service in the app. The asking customer immediately receives the correct answer with integrated proposed solutions during the input of the request. Therefore, although this application field is usually difficult, the service level increases.
OMQ provides support for the responsible team during the integration process and for the optimal representation. The low display area caused an adaptation of the normal functions. The graphic elements were designed to help the user in the app to easily find a solution with the help of similar intuitive processes.
As a worldwide manufacturer of doors and gates, we have established a digital customer dialogue through OMQ. Our customer requests are answered in real time.
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