Karl-Heinz Arnold GmbH

More Time for Individual Service due to Salesforce B2B-Onlineshop

For three generations, ARNO Werkzeuge (ARNO Tools) has been developing high-quality and individual tool systems for turning, grooving, drilling and milling. The company produces cutting machine solutions of all kinds and is based in Ostfildern, Germany, with five other branches worldwide. In order to live up to its own standards, also in terms of customer service quality, T-Systems MMS implemented a B2B online store based on Salesforce. The new store is intended to offer existing customers better service and reach new customers. In doing so, it is important to create the right balance between technology, organization and user-centric processes. The resulting simplification of sales processes also gives employees more time for personal customer service.


Benefits to our customer

More time for service and individual customer projects

 

Improved accessibility to existing and new customers

 

Optimal addressing to the customer through user-centered design of the online store

 

  • Christian Kimmich, Head of Onlineshop at Karl-Heinz Arnold GmbH

    „The result we achieved together is very convincing. I was also able to learn a lot from my colleagues at T-Systems MMS, which will be integrated into my daily work at ARNO. I am really looking forward to our further cooperation.“

Reference overview

Task

Implementation of a user-centric B2B online store to improve customer satisfaction and free up time for individual projects and services.

Solution

Product and user data integrated Salesforce B2B online store in corporate ARNO design with optimized usability.

Result

An attractive, intuitive and customer-oriented online store without media-breaks that ensures future viability.

  • Request

    Done with resource-intensive customer processes

    Karl-Heinz Arnold GmbH provides its customers with the best quality and individual solutions in the field of machining. The same claim now had to be transferred to the online store in order to be able to process customer inquiries more efficiently, reach new customers more easily, and thus leave more time for the customers themselves.
    ARNO's existing digital strategy already included the introduction of a new Salesforce CRM and a PIM and was now to be supplemented by the introduction of a store. Particular attention was paid to data integration and data quality, as well as the connection of the corresponding interfaces to existing systems.

  • Solution

    Onlineshop in a Corporate Design

    Whether a sales channel, a tool for acquiring new customers, or support for branding is concerned, ARNO's new B2B online store meets all the requirements of a future-proof platform. The MVP release was followed by functional enhancements and continued optimization with a focus on usability. The integration of a digital strategy is often accompanied by a change in roles and tasks. T-Systems MMS supports the organization with systemic change management consulting to ensure a stable change process in sales and various departments.

  • Benefit

    Accessible and Future-Proof Through Modern Online Store

    A modern online store for B2B business facilitates customer relations enormously. Standard orders can now be placed via an intuitively designed portal, the elimination of media discontinuities ensures that internal processes are streamlined. The time freed up can now be used to respond even more specifically and comprehensively to individual customer projects and service. The online store implemented by T-Systems MMS thus ensures future security and is part of a larger digital strategy.

About ARNO

ARNO Werkzeuge has been a third-generation family business since 1941 and employs around 230 people in six countries. ARNO produces machining solutions of all kinds and develops high-quality and individual tool systems for turning, grooving, drilling and milling.




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