GOING WHERE THE CUSTOMER IS
Direct customer relationships are a basic component of Hilti’s corporate strategy. The logistics service is plying new paths in Russia in order to reach even more customers.
There are 150 kilometers between Moscow, the workplace of Procurement Manager Dmitry Kamaev from LBK “Michko” Ltd., and Hilti’s closest warehouse. The largest country in the world faces tremendous logistical challenges. To meet the needs of customers such as Kamaev, Hilti has created a new service: PUDO which stands for pick up and drop off points. This retrieval and delivery service is aimed at providing classic Hilti services, such as tools, accessories and repairs, to customers who find themselves in remote or peripheral areas.
“We make deliveries to shops, petrol stations and even to florists,” says Fabrice Atallah, Head of Global Logistics Services Hilti; locations that are easily reachable for any customer. With these numbers increasing constantly, the service is destined to grow further. “PUDO is designed to increase customer satisfaction and to expand our value proposition,” says Atallah.
Dmitry Kamaev finds the service quite practical: “Once my order arrives, I receive a text message or phone call telling me where I can pick up the delivery, and I get to decide when I will go and retrieve it.” So Hilti is where the customer needs their delivery. For Atallah this is “a win-win situation.” Additional countries will begin offering this service in 2017, bringing Hilti even closer to customers.
Dmitry Kamaev, Procurement Manager with the LBK “Michko” Ltd. construction company
To meet the needs of customers such as Kamaev, Hilti has created a new service: PUDO which stands for pick up and drop off points.