Online shopping is part of everyday life for many people. So is online banking. But many digital services take place in the private sphere. Bringing more complex products from the analogue to the digital world remains a challenge.
Dirk Engelbrecht, Director Sales Platforms at KUKA, is confident that “the technical possibilities of eCommerce will not go untapped even in the area of products requiring more consulting. This is comparable to the configuration of vehicles. The customer is not interested in individual parts of the car body, but rather in the desired functions of the car. It will therefore be a major challenge for the operators of digital sales channels to abstract the complexity of the products and thus keep it away from the customer”.
Digitizing the value chain
If the value chain up to the sale of a product is digitized further and further, both customers and suppliers will profit from it. Customers can quickly access tailored information and services at the click of a mouse and update their products and solutions easily and efficiently.
In the long term, this increases customer satisfaction. And sales efficiency: because digital interaction with the customer relieves the sales employee of recurring and administrative tasks, such as the manual maintenance of contact data.
The advantages for providers of digital portals
Providers also benefit from customer portals: They gain knowledge about which products and services the customer is interested in, learn more about him and his needs and can thus offer targeted and individualized services. Advantages that KUKA will also be providing to customers in the future: The my.KUKA customer portal offers existing and potential customers a central online contact point.
For the first time ever, KUKA products such as spare parts, used machines or KUKA Cloud software such as KUKA Xpert can be purchased online on the Marketplace – around the clock, from any Internet-enabled device. This function is currently available in Germany. It requires a personal profile on my.KUKA, for which interested customers can register free of charge.