Hörmann KG, one of Europe’s leading providers of doors and gates, faced growing challenges in managing customer complaints efficiently. Requests arrived through multiple channels, including emails, phone calls, and service portals, creating a process that lacked transparency and consistency. Cases were often delayed or lost between departments, resulting in longer resolution times and increasing customer frustration. To enhance efficiency and responsiveness, Hörmann needed a centralized and streamlined approach to complaint management.
The leading provider of doors and gates turned to Axians to design a centralized, standardized complaint management system that integrates all departments and tracks complaints across all channels, ensuring greater efficiency. The new system provided real-time visibility into each case’s status, helping teams act faster and communicate more effectively. With professional tools in place, complaints can be tracked and resolved more efficiently and transparently.
The new system enhanced coordination between departments and allowed Hörmann to handle complaints more effectively, ensuring faster resolutions and a better overall customer experience.
Thanks to Axians’ unified complaint management, our sales offices, factories and customers can work together much better.
Lennard Eichler
Head of Central Customer and Service Applications at Hörmann
By transforming its complaint management process with Axians, Hörmann has strengthened efficiency and service quality, delivering a better experience for customers and internal teams.