The Paul Hartmann AG, which has been in operation for over 200 years, is the oldest German dressing material manufacturer and producer of the well-known Kneipp-branded products. The medical and hygiene products maker, based in Heidenheim on the Brenz River, is a broad-based, globally operating, medium-sized company that focuses on its ability to diversify. Its management knows that a digitisation strategy is paramount for its future success, with communication being a key element in this. So, the company chose the Genesys Cloud CX platform to expand its contact centre communications strategy. Through its Genesys implementation partner Deliberate, the Paul Hartmann AG contact centre can now cover inbound, outbound, chat and email for all locations.
A comprehensive IT strategy and focused solutions
One of the most important elements of its digitisation strategy was to have a central IT organisation. Starting from company headquarters in Swabia, Germany, this powerful IT organisation is globally networked and delivers mutually approved IT solutions. This means that each country branch can make almost independent IT decisions. But as a customer-oriented service provider, the central IT service desk supplies the solutions.
“We create IT solutions and then offer them to the country branches,” said a project manager at Paul Hartmann. “For each area of business; however, we prepare a singular offer and provide clarity through it.”
When the time came for the communications department to create a digitisation proposal, it had to be centrally administrable but still give country branches the space necessary for individual needs. For this purpose, a multiclient-enabled solution was critical. Paul Hartmann had a few criteria for the system. It needed to be modern; have up-to-date, meaningful reporting; and easily integrate with other solutions. In addition, the application has to be simple to use. Ultimately, a native cloud solution that offers maximum data security and the highest possible level of data protection was required.