SUCCESS STORY

ILLIG Relies on a Data-Based After Sales Strategy:

Sustainable Customer Satisfaction and Company Success Through Market Data

At the thermoforming and packaging specialist ILLIG - as at many machine and plant manufacturers - the after sales service used to be attributed mainly to a sales support function. For many years, the focus was primarily on the sale of new machines. In recent years, when new acquisitions were increasingly postponed due to the global uncertainty in the markets, the relevance of after sales service increased significantly. In the meantime, the service business forms a central pillar at ILLIG, which contributes significantly to the company's sales and success. The machine builder, which has more than 10,000 machines in the field, also sees further growth potential for the future.

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ILLIG setzt auf datenbasierte After-Sales-Strategie
MISSION

The mission at ILLIG: to further increase the relevance of after sales and provide optimum support for the complete machine life cycle.

This includes full coverage of spare parts supply by ILLIG to increase market share, sales, and customer satisfaction and to strengthen margins. In most cases, customers purchase only a certain portion of spare parts directly from the manufacturer and not the entire portfolio. "Delivery times, availability, and prices can be reasons for this. This is exactly where we have started," Tobias Zimmer, Vice President Service at ILLIG Maschinenbau, summarizes.

Optimizations in the spare parts area and in particular, spare parts pricing, have been a recurring topic at ILLIG since 2017. The goal is clear: prices must be aligned with the market. "It is an exciting and enormously important topic for a positive and well-functioning customer relationship, that was clear to us from the start. And to approach this topic seriously, you simply need numbers, data, facts. Decisions based on gut feeling and manual research do not work," explains Michael Schert, Head of Spare Parts Sales at ILLIG.

ILLIG Maschinenbau setzt auf marktorientiertes Pricing
ILLIG Maschinenbau nutzt den PRICE-RADAR

MARKT-PILOT Creates Market Insight for ILLIG Spare Parts

The MARKT-PILOT software enables the machine builder to approach the topic of spare parts pricing systematically and on the basis of reliable data. The system automatically researches the current prices and delivery times on the market - from the end customer's point of view - and makes this information available in a clear format. ILLIG thus not only knows its own position on the market, but also the conditions and prices of third-party suppliers and component manufacturers. The result: market-based prices.

"Thanks to MARKT-PILOT, ILLIG can now, for the first time, make pricing decisions based on valid and up-to-date market data that promote long-term corporate goals and sustainable customer loyalty," summarizes Jonas Hildebrand, Business Development Manager at MARKT-PILOT.

ILLIG setzt auf datenbasierte After-Sales-Strategie
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Michael Schert Head of Spare Parts Sales bei ILLIG

"It's a professional cooperation at eye level. A collaboration with people who know our business and understand our business. And it's solutions that are successful and that can also be implemented promptly on the market."

Michael Schert
Head of Spare Parts Sales bei ILLIG Maschinenbau GmbH & Co.KG
SOLUTION

After Sales Strategy: Regaining Market Share and Product Groups

"By having market data for the relevant spare parts, we can adjust our prices with a certainty and based on data - and that is enormously important," says Tobias Zimmer. The company can align its prices accordingly, thereby increasing the attractiveness of its spare parts portfolio. In addition, customer loyalty is strengthened: product groups that customers previously purchased elsewhere can be reclaimed and spare parts packages renegotiated. All this contributes to sustainable business development.

 

Proven Success

ILLIG can not only improve customer satisfaction, but also sustainably increase the company's success through the targeted use of market data and data-based decisions in the after-sales area.

ILLIG_Maschinenbau

 

ILLIG is a leading global supplier of thermoforming and packaging solutions as well as tooling systems for board, paper and plastics. The range of services includes development, design, manufacturing, assembly and commissioning of complex production lines and individual components. ILLIG offers its customers resource-efficient and sustainable solutions with its packaging development "Pactivity® 360" and high-performance packaging systems, and supports packaging manufacturers in design and production. With its own subsidiaries and representatives, ILLIG is active worldwide. For more than 75 years, the family-owned company has supported its customers as a reliable partner to economically produce sophisticated and high-precision packaging and molded parts - with innovative technology of the highest quality and comprehensive global service.

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Amanda Smith

FOUNDER, CEO & EXECUTIVE CHAIRMAN

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