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Alfred Kärcher benefits from the Gebrüder Weiss customer portal 22 July 2021

Impressive concept characterised by proactivity, flexibility, and transparency

During the hot summer months, people like to water-blast their terraces, facades or cars. Appliances made by KÄRCHER have become synonymous with the notion of ‘high-pressure cleaning’, with the German word ‘Kärchern’ (derived from the Company’s name) even making it into Duden, the German equivalent of the Oxford dictionary, meaning to clean with a high-pressure water-blaster.

A global leader in cleaning technology, it is represented in 72 countries with 127 national companies and produces and sells its extensive product range around the globe. Behind it is an equally comprehensive logistics network, one in which many different moving parts must come together perfectly for its products to be at the right place at the right time: at hardware stores, garden centres or Kärcher’s stores.

In Austria, Gebrüder Weiss is responsible for distributing Kärcher’s range of products. The logistics expert developed an impressive concept characterised by proactivity, flexibility, and transparency, the centrepiece being the new digital customer portal myGW.

Giving reliable answers is no longer a problem since Kärcher customer service has ‘myGW’. The portal provides accurate information regarding the status, location and expected time of arrival of a shipment (ETA) in real-time. If necessary, the end customer can also be sent a link to check the shipment's progress. But that’s not all myGW can do. It also provides access to all relevant documents such as invoices or delivery receipts stored online, enabling them to be viewed at the touch of a button.

Previously, Kärcher experienced difficulties rather frequently when it came to delivery receipts. Now, such requests are dealt with quickly. This is not only a relief to customers, but also makes work easier for employees. Data reliability and transparency represent real added value, as does the ease with which the online tool can be used along with the general improvement in communication.