Customer retention through insights about installed products

• Insights for end customers about their installed products increases loyalty

• Continuous touchpoints with the customer give additional sales opportunities

• Service agreements generate continuous revenue streams

The update and maintenance of power grid substation products is key. Zühlke supports Hitachi ABB Power Grids in the development of a modern and future-ready customer portal.

Address customer needs

In the field of power grid substations, products have a long lifespan and are rarely updated. The manufacturer wants to ideally support its end customers to keep the products up to date and properly maintained. The business goal is to have a larger programme to address end customers’ needs today and in the future. A central entry point to display the product status overview, facilitate client interaction, and discuss the current product status was missing.

Collaboration in an agile way

Zühlke supported Hitachi ABB Power Grids from the early stage to define a business case to fulfil the mentioned requirements. Later Zühlke provided a team of engineers and requirements specialists to build in close collaboration with the customer and in an agile way a portal to support the business case derived from the initial business consulting engagement.

Portal with various options

A portal serves as an entry point for the end customer to get information about product status and provides a knowledge base for sales manager to get information about customers. In the portal, the client has various ways to contact the manufacturer. A subscription model creates incentives for the end customer to pay for additional information.