Digital service plattform my.FEIN – connected services for 44 markets
Initial Situation
my.FEIN - A service platform for the toughest demands
FEIN is known as an international company synonymous with high-quality power tools and accessories designed for the toughest industrial and trade applications.
Our task was to take FEIN’s established infrastructure and translate its digital corporate strategy into a concrete and actionable platform and service strategy, integrate this seamlessly into the processes across all markets, and achieve consistent branding and data management.
Our solution
We opted for a solution that unifies all systems on a central platform. An additional mobile app was also designed to offer retailers and customers new services and ways to interact. As part of these measures, the FEIN digital ecosystem was given a contemporary UX and UI design based on the new website.
To implement these measures, digital strategists and UX consultants worked with the FEIN team to prepare the strategic and conceptual groundwork for the launch of the my.FEIN service platform. As co-product owners, we coordinated the agile implementation using Microsoft Azure DevOps. The subsequent technical implementation of the new platform was based on kameon and Angular, followed by a global market roll-out with integration of various ERP systems.
“The number one deciding factor was undoubtedly the bbg bitbase group’s ability to cover the entire spectrum, from complex management systems to mobile apps. Combined with their expertise in the field of UX, this resulted in a functional solution that is extremely appealing to the end user.”
Jakob Seemann
Head of Digitalisation
C. & E. Fein GmbH
More harmonised. More standardised. More efficient.
The core of the my.FEIN service platform was implemented using our kameon Business Framework. This enabled us to support 44 markets across more than 25 languages in a very short space of time, helping them to consolidate all their services digitally in one central location and ensuring that all information – which had previously been scattered across various systems and departments – was readily available at all times.
This harmonisation has also significantly accelerated the transformation of digital product and service experiences at an enterprise level. FEIN’s service platform now plays, and will continue to play, a central and growing role in handling repairs, maintenance and warranty claims, whilst also helping to improve and simplify FEIN’s service offering worldwide.
- 68% increase in newly registered tools
- 30% increase in newly registered customers
- >6000 service cases handled since the launch of my.FEIN
Outlook
We are looking ahead
FEIN’s long-term goal is clear: to use the new platform to lay the foundations for generating added value for end customers and enabling new business models in the future through connected power tools and digital services – whether in the form of standalone software products or in conjunction with the integration of customer relationships and power tools. This digital transformation of business processes represented an important step for FEIN on the path to digitalisation.
Achieving more together
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