Kärcher Benefits from the Customer Portal of the Logistics Provider Gebrüder Weiss

In Austria, the international transport and logistics company Gebrüder Weiss takes over the complete distribution of the product range of Alfred Kärcher GmbH. The logistics expert has convinced with a concept characterized by proactivity, flexibility, and transparency. Essential to this is the new digital customer portal myGW.

(Lauterach/Winnenden) Whether terrace, facade, or car – especially in summer, high-pressure cleaning is a popular activity. The devices from KÄRCHER have become synonymous with “deep cleaning.” The term “Kärchern” has even made it into the German dictionary. The world market leader in cleaning technology is represented in 72 countries with 127 national subsidiaries, producing and selling its extensive range around the globe. Behind this is an equally extensive logistics network, whose numerous threads must be well bundled to ensure that all products are at the right place at the right time: at hardware stores, garden centers, or the own Kärcher stores.

Everything in View

In Austria, the international transport and logistics company Gebrüder Weiss takes over the complete distribution of the Kärcher product range. The logistics expert has convinced with a concept characterized by proactivity, flexibility, and transparency. Essential to this is the new digital customer portal myGW. Here, logistics managers and customer service representatives have all the details of an order at a glance and are always up to date: “When a customer calls us, there is a certain urgency behind it. Usually, it’s about where a shipment is located or why it hasn’t arrived yet. Providing competent and transparent information is crucial to alleviate complaints. Experience shows that customers perceive the waiting time as shorter when they know why and how long they have to wait,” explains Bernadette Nieman, Head of Customer Service, Claims & Returns at Kärcher Austria.

Faster, Better, Simpler

Since the Kärcher customer service started using “myGW,” reliable answers are no longer a problem. The portal provides real-time data on the status, location, and expected arrival time of a shipment (ETA: Estimated Time of Arrival). If needed, an additional link for self-service shipment tracking can be sent to the end customer.

And myGW can do even more: all relevant documents such as invoices or delivery receipts are stored online and can be accessed at the push of a button. “In the past, there were often difficulties with delivery receipts. Now such requests are handled quickly. This not only pleases our customers but also makes our employees’ work easier. Long searches and tedious inquiries are a thing of the past,” says Nieman. The reliability and transparency of the data are a real added value for her and her team, as well as the ease of use of the online tool and the overall improved communication. “Kärcher stands for solutions that impress with performance, quality, and reliability. myGW has convinced us with the same attributes – a perfect match.”

Photo: © Gebrüder Weiss