Dortmund. Advances in digitalisation are not only changing customer demands when it comes to contact with manufacturers, but also increasingly the demands of companies on customer dialogue. In order to keep in step with this process and continue to make life simple, pump manufacturer Wilo is now combining its existing and its new tools into a brand-new website. The interconnected functions offer a high level of user-friendliness. With the new consulting function, leading the user from the problem definition stage, right through to finding the right Wilo product recommendation, the Dortmund-based company has created the most innovative pump consultancy tool in the industry.
“With the online tool, we are fully focusing on new digital application consultancy and solution finding,” explains Bernd Strübig, Programme Manager for digital customer interface at Wilo. “The Wilo-Solution Finder will customise dialogue with the customer in a far more personalised way in the future and allow us to digitally provide the customer with optimum levels of consultation, online and 24/7.”
In simple terms, Wilo is offering three solution channels which are interlinked in such a way that the information and recommendations are quickly made available for every customer requirement. Firstly, there is the tried and tested Online Catalogue, offering filter options for searching by pump type or building type for application. The smart search function also yields fast results. ‘Wilo-World’ provides a graphical representation of the application environment for Wilo products and provides as a second channel. Here the user navigates by theme, among other things, via building types for applications and is shown recommended pump series. From there you can easily switch to the third channel, the innovative ‘Guided Selection’ for even further consultation: “With ‘Guided Selection’ the user is guided in a digital dialogue directly to the Wilo product recommendation. Here the relevant products are gradually narrowed down to the target product or products for the application required. This guarantees transparent consultation and also offers the experienced user a quick confirmation of the product recommendation. Depending on the user specifications, required accessories and services are selected together upfront. If the user has already previously applied the product filter or defined applications, these will also be taken into consideration,” explains Strübig. “If they wish, the user can save the Wilo product recommendation in their personal area - ‘MyWilo’ - to come back to later.”
The customised project area in ‘MyWilo’ is used to store projects for future use until the item level is reached. In addition, Wilo is planning to upgrade the ‘MyWilo’ area with exclusive additional functions, such as a mailbox for direct communication with Wilo, registration links and documentation for e-learning seminars and other useful features too.