Hilti Australia Marketing Newsletter

Week 48

RECOGNITION

We have been recognised by the Global Tool Service community for our outstanding performance this year in three key dimensions:

Reduction of Quotation Requests by a further 8%.
Use of the Recommendation Engine to achieve over $300k in Sales.
The best record globally (96% success rate) for first contact solution for trade-ins for non-repairable tools.

A huge credit goes to our Services Operations Team, our Hilti Store and Customer Service Representatives, and our Tool Service team for having the focus and determination to make this all possible. Combined these efforts create a better customer experience, and higher internal productivity across our functions, reducing duplication of effort.

Key Dates

As the year comes to a close and we setup for a Perfect Start in 2021, there are important tasks to be completed. You will learn more this week from your Division Managers. Three key tasks to keep in mind:
- The annual Business Review meetings with your current Focus Accounts should be underway now, and concluded by 11^th December
- Focus Customer selection for 2021 has now commenced, and is due back to your ASM/DM by 11^th December
- Account Development Plans for your 2021 Focus Customers need to be updated / entered into SFDC by the end of January. This can start anytime.

ICOS Results

Hilti Australia participated in the International Customer Opinion Survey (ICOS) this year - click HERE to find out what our customers have to say about us, and also how you can get involved.

ASK EVO

Thank you for your feedback on latest EVO survey (EPC-2), HERE you can find the result and action plan for EVO improvements.

PLS

INP report for 2020 HERE.
Items with current/upcoming critical shortages listed HERE.

Digital

No Engagement Marketing leads are being generated this week due to the global SAP 'DRIVE' updates last weekend. This is a perfect chance clean up and act on your open and overdue Product Recommendation leads! Remember:

Get in touch with the customer within 24-36hrs while the lead is still relevant (hot)
Use the lead as a form of ‘intelligence’. Ask discovery questions to uncover the need of the product or issue customer may have to then offer a solution.
If you need to reject a lead, remember to give an elaborated reason to make it clear as to why it was rejected. We use these notes/reasons to further improve future EM leads!

Want more information on How-to handle PR leads? CLICK HERE

Demonstrations

First priority is to always conduct demonstrations on the customers jobsite or premises. Where that is not possible due to certain restrictions, demonstrations at Hilti Stores can be conducted, adhering to the following provisions:
- All occasions require EMT approval. HSR’s and HSM to be notified via email with 48 hours’ notice.
- 4m² per person observed (inclusive of HSR’s). Observe State guidelines for retail business premises (e.g. current lockdowns in S.A.)
- All demo participants (customer and Hilti staff) to be recorded via sign-in sheet.
- Hand sanitiser provided, 1.5m distancing posters displayed and reinforced.
- The Hilti staff organising the demo, to ensure area is cleaned-up properly upon conclusion.

Week 46

RECOGNITION

The digital FM voucher, still in its infancy, and we already have a big success; Justin Cheesewright used it for his customer Uptrack who got a $2250 voucher for their BIG FM order!

Key Dates

Invitations have gone out for our inaugural ‘Productivity University’ which starts with a webinar on Friday 13 November. This is the first in a series of webinars to understand the Why, What and How we can integrate productivity improvements into our customers workflow.

Digital / eB2B

The 2nd Engagement Marketing Flow - 'Fleet Renewal' is now live!

This lead makes you aware of an upcoming fleet renewal 4 months ahead to give you plenty of time to work on. You can treat the renewal as a simple tool exchange or ideally as an opportunity to engage the customer in a productivity consultation discussion.

Get prepared, speak with your ASM and you will learn more in this Friday's Productivity University session. For more info CLICK HERE or get in touch with Alex from the Digital team.

eB2B: Highest E-Biz share of sales in AU history for 2nd month in a row! Great uptake of HOL and B2B-HEDA. Keep getting in touch with Dan & Alex to assist in transferring operational tasks to digital platforms and improve yours and your customer's productivity!

Services

Congrats on a strong Fleet Management month in October which has accelerated our year to date growth to a double digit 11%
No doubt this was underpinned by 15x Productivity Consultations during October, our strongest month yet!

-Please note that we have a new item number for the PC which is #2296091

We have had multiple successful e-Contracts since launching 1.5 months ago putting us at the top of global benchmarks in how we have digitised the FM process. Please note, PDFs will no longer be accepted unless a business case has been approved. See SharePoint for more info.
Hilti Online has been updated with our latest information for construction professionals on silica dust, how to manage it, and links to our Training package; a unique service offering in our market.

- Several people per state are capable of delivering this – here they are LINK

- Larger accounts / projects benefit from these trainings, and have also have a strong influence on sub-contractors’ tool choices; such as Multiplex.

PLS

New Tile Bits online training now available here.
DGH 130 multi packs now available on HOL.
Cordless In Charge (CiC) campaign – Cordless tools for every core application! Our current HOL banner links to CiC, which gives a great overview of our full portfolio by application.
INP report for 2020 HERE.
Items with current/upcoming critical shortages listed HERE.

Week 44

RECOGNITION

Hannah Talib and Andy Baathuk have upgraded the FM voucher system which will save both the sales teams and our customers time, the first MO in the region to have this! Well done also to Jason Lam and Becky Gundlapalli who supported this mission to automate!

Voice of Customer

We’ve had an unusual spike in “Inaccurate/Incomplete Sales Advice” CCN subtype. The Customer Relationship Team have investigated; to help resolve faster and more accurately, Yammer post here explains when to use this sub-type and action steps to reduce prevalence.

Services

“The FM voucher process has been automated, no need to wait for email reply! Checkout FM SharePoint in “4 Demonstrate Opportunities” HERE.
Our very own Fleet Management loan tool pool for the East Coast cities is going live!! We have successfully delivered 10 requests in the past fortnight. This is an outstanding upgrade to our downtime solution, next-day delivered on site! From November 2 all loaner requests will automatically go to our loan tool pool. A big thanks goes to the project team who have worked tirelessly to make this happen; in particular Hannah Talib, Mo Toufaili, our Services Ops Team, and our Product Management team.

PLS

New Tile Bits online training now available here.
DGH 130 multi packs now available on HOL.
INP report for 2020 HERE.
Items with current/upcoming critical shortages listed HERE. In particular, we have:
- RE 100 out of stock until December > recommended alternative
- HY 270 out of stock until mid-November > recommended alternative

Engagement Marketing

Thank-you for the efforts in actioning Engagement Marketing leads, we have seen good progress. A specific call for action for leads +9 days in age; even if they may no longer be ‘hot’, they should be actioned, with a valid reason if rejected. Let’s make a big push this week, as there will be fresh Engagement Marketing leads being uploaded next week.

TIPS to manage your Product Recommendation Leads:

Act within 24-36hr on PR-Leads for the best chance of success.
Reject leads (especially overdue) that are of no value, but give a valid reason to why, so we can look to improve future EM leads!
Use the argue card in the 'lead notes' to help you approach the lead.
If you want more impactful leads... Get your VIPs registered and using HOL, as the leads come from them!

Week 42

RECOGNITION

Congrats to Jake Stuthridge in QLD who successfully used the new E Con process to sign up $11k order to Bruce Smith Concreting

SFDC Updates

All address changes submitted through SFDC are being confirmed with customer by Customer Master Data team, AMs no longer need to seek written confirmation for credit accounts.
If you are unable to show your customer how to use HOL for lost/stolen requests, raise a CCN with the subtype “FM Lost” or “FM Stolen”.

Engagement Marketing: Sales Spotlight

Adam Dare received a product recommendation lead on a VC 40-UM for a customer. This was because the customer did some research on Hilti vacs after a recent PC in which they had mentioned them - this gave Adam intelligence of the genuine product interests the customer had after the meeting. Adam was able to follow up and convert the opportunity to sell the vac on Fleet!

“You might have had a meeting with a main angle in mind, but to later find out something else you may have mentioned was researched online by the customer. This makes it easier to then kick-start a discussion and know which buttons of a customer to press during the next call." --Adam Dare

eB2B

Highest ever monthly E-Biz Channel Share for MOAU in September (29%)!
Very strong result for B2B-HEDA used to automate customer's purchase orders. If you are spending time placing orders for customers manually then reach out to the Digital Team to discuss moving them to automated ordering with HOL or B2B!

Services

Don’t forget Fleet e-contracting is now live. The E Contract will completely replace the FM PDF contract from the 31/10/2020. Click HERE for support doc help.

We have successfully upgraded the Fleet Renewal email proposal customer receive; now includes tailored recommendations for add-ons plus their renewals.
FM auto extension is still set at six months. If you customer wants to proactively extend, they can now chose from 3-24 months. Click HERE for more info on Renew/Extend/Return.

PLS

Want incremental dollars? We have New Product Launches this month!!
INP report for 2020 HERE.
New DGH 130 Multipacks – priced to move! See here
Be aware the bottleneck and the shipping port is still prevalent and affects our inbound supply. Items with current/upcoming critical shortages listed HERE.

Inventory Optimisation Update:

Well done, another $10k reduction in obsolescence items from the IOp list last month.
See full new Oct list HERE. Some highlights below:
CP 606 White #209632 @ 65% discount - We still have excess CP 606 white to consume. Now also available for delivery out of both Adelaide and Perth.
PH3 bits #2039039 @ 40% discount - These insert bits are required to install Series 500 wafer head screws which are common in many trades for steel to steel attachment.
HSS drill bits multipacks @ 55-60% discount - Twist drill bits for small diameter steel drilling - various diameters on offer.

#2105810 GC 52 Big Hit - A big hit occurred on GC 52 gas cans which are used in GX 2 and GX-IE tools. Next inbound into CWH 27/10. Please manage customer expectations during this time.

Week 39

RECOGNITION

SFDC lead generation from Channels is really accelerating, in HS this month > over 60 leads created MTD, at nearly $140k of potential.
Jason Fineberg – Ridgecorp new FM contract starting with 4 x GX90 ($3.5k) and potential for rotating lasers closed by AM
Simon Geoghegan – Levels Concreting new FM contract with rotating lasers ($4.8k) closed in HS Seven Hills
Kristen Smith: averaging 29 walk in contacts per day in September MTD
The Melbourne HS team of Paul, Kristijan and Lliam; in addition to their work in the store, these gents have been processing ~70 EIM’s per day a massive help to the CS team.
Flo Goest has gone over and above to launch e-contracting for fleet management as part of our MO's voyage of digitisation. Her work has been recognised by A2 region and all the way to the BU Tool Services. E-contracting will make us more efficient and even further professionalise our fleet offering!

Engagement Marketing

How can ‘Engagement Marketing Leads’ help me?

Discover unexpected customer needs
Provide you with ‘intelligence’ to initiate discussion
Fuel your opportunity pipeline
Support in converting opportunities, more effectively
Call in to the right contacts at the right time

If you want more impactful leads.. Get your VIPs registered/using HOL, act promptly on EM leads and provide feedback to your ASM and/or digital team.

Services

Fleet e-contracting is now live! We covered this in Evo training, anyone looking for a refresher, head to the FM SharePoint. Including a new folder filled with videos and FAQ’s.
Fleet invoices have now been simplified to only count tools in the “total tools under contract” section; used to show total tools & accessories

PLS

WSR 36-A (213997) now at a hot price of $300 ex GST, check HOL for more details.
Brand new cordless activation kits and NOW AVAILABLE ON FLEET! See link here or HOL.
SF 6H gen 1 now out of stock, get customers to try the new generation 2 beast!
INP report for 2020 HERE.
Items with current/upcoming critical shortages listed HERE

Customer Experience

RETURNS: The Customer Care Team attended a workshop with DB Schenker, where they discussed the following issues: missing return reference, un-announced returns, and damaged & non-returnable items which cause delay in processing returns. DB Schenker will send a list of returns on a daily basis so we are aware and able to monitor these returns and provide an update to both customers & TS.

BLACKHOLES: A temporary resource (individual at DBS) has been deployed since Mid Sept 2020 to support scanning etc. to help prevent BLACKHOLES – this person ensures accuracy of labels and sorts as per destination.

Week 37

RECOGNITION

Amazing team work in QLD; Mary Michales, Ramey Othman, Ram Neupane and Sonia Harding winning another X-HVB (shear connector) application, without software deployed or full training to the FE team; fantastic example of determination and working with what they have!

Digital

Engagement Marketing 'leads' are now live in Salesforce through Product Recommendation! You will learn more about EM in the user enablement sessions & FUSE training to come. Learn more HERE or reach out to your ASM and/or Alex from the digital team for support on the topic.

TIP: Do not say 'I saw that you looked at product 'X' online' as this can be perceived negatively by customers.. Instead, steer the customer to express the need of the product (which you already know of). Ideally, use these leads as 'intelligence / fuel' to probe information from a customer to generate opportunities. Act on them within 24hours and don’t let them build up in your SFDC so you can manage them easier.

Voice of Customer

Toll integration for repair pickups: commencement date is still being finalised. This will automate the repair bookings (currently done manually by Toll) and provide tracking as per Allied.
CCN lodgment can be done directly in SFDC. Refer to CCN HELP GUIDE here. NOTE: We cannot keep CCN open for pending / incorrect info, they’ll be closed a new CCN is required.
See latest Yammer post for more updates on VoC.

Services

Continue to drive Trade-Ins. We have a short-term back log for calibrations; Trade-Ins are a great way to upgrade old generation lasers, and add more sales dollars to your MBO’s.

PLS

Documentation Manager has been enhanced to give users more flexibility. Cropping and rotating photos, and copying attributes from any previously created project can now be done!
We’ve launched a firestop email campaign over the next weeks, to proactively invite customers to book consultation meetings about firestop needs. Leads will be on SFDC.
New IOp list containing over 200 items HERE Key highlights this month: TE-Y 25/52 (45% discount), HAS-E-F M12 (55% discount) CFS-F FX FP foam (65% discount)
INP report for 2020 HERE.
Items with current/upcoming critical shortages listed HERE. We will experience shortages in some combi’s and breakers due to global supply restrictions. For large volume orders please continue to work directly with the PM and Material Management team accordingly.
3-Packs 16”/400mm gas saw blades available. Limited to 15packs of SPX (#3693101 – Pot.C Price = $290/pc) and 10packs of SP(#3693102 – Pot.C Price = $220/pc). Sell heaps & be quick!
Brand new cordless activation kits and NOW AVAILABLE ON FLEET! See link here or HOL.
SF 6H gen 1 now out of stock, get customers to try the new generation 2 beast!
Special offers on boxes of RE 100 with short expiry (end Oct) to clear stock ASAP @ $24.95 / 500ml a tube for all trades and potential classes (Conditions apply). HERE

Week 36

RECOGNITION

A special shout-out to our local Project Evolution team; Mamdouh Barafi, Hassan Rehman, Amanda Hindmarsh, and Rob Mitchell, plus the dedicated trainers and Dhawal Nanda, Adam Bereczky, and Martin Bell in preparing and guiding us through the go-live last week. After many months of hard work behind the scenes, we were able to transition relatively seamlessly, outstanding contribution!
As you are now becoming accustomed SFDC, we have in parallel updated the sales handbook with the relevant process changes. Key changes are Ship-To and Account Creation process, plus revised laser Calibration Schedule.

Key Events

We are pleased to announce the launch of two new logistics services from September 1^st Redi Announcement here. This is a fantastic initiative to improve our reach and provide more convenient availability options for our customers. 1. Pick-up from Australia post outlets. 2. Pick up from Sydney Central warehouse.

Digital / eB2B

Great B2B utilisation by E&I AM Killian Hickey to onboard 4 new WA customers with specialist delivery requirements to HEDA this week. B2B can automate customer purchase orders and also account for various specialist customer requirements if needed, reach out to aub2b@hilti.com to discuss potential customers and save time!

Get on the free freight train! Hilti online, IQC & HEDA orders over $500+ for VIPs have free delivery - Click HERE for more info

Voice of Customer

Repair label email attachments not received in some cases due to technical error, this is being investigated.
18 orders misdirected on 31/8. Affected Brisbane customers being informed on a possible 2 day delay.
To improve customer experience, delivery / pick-up expectations to be set at time of ordering.
- There is no “call ahead” service, only Allied SMS notification in the metro areas.
- Tool repairs must be boxed and labels printed prior to courier collection.
- Delivery ETA’s refer to Leadtime Widget. Further delivery instructions can be added in “Shipping Instructions” of the order.

Services

We announced the launch of charged Health and Safety trainings at the virtual Marketing Lap. The first module we’ve put together is on ‘Dust Control in Construction’. Here is a LINK explaining how the training can be deployed and relevant pricing structure. Please liaise with the relevant person in your state if you have any questions about the service, or contact Martin Stirling.
The Services Team is preparing for the roll-out of our own industry-leading loan tool pool to support Fleet Management within the next few weeks. Until then, we continue to rely on Kennards as our loan tool partner and during this transition, we can only confirm a Kennards loan tool booking by 11am the next day.

PLS

New IOp list containing over 200 discounted items HERE
INP report for 2020 HERE
Items with current/upcoming critical shortages listed HERE
Just few more days to take an advantage of the DF trade in deals. Use this opportunity to trade in customer’s old DX460 or GX120 for the newest technology in our portfolio. More info here.
New INP X-ECT-E MX clips for M&E trade are ready for orders. All item numbers and info to be found here.
SF 6H-A22 gen 1 almost out of stock. Get your orders in, once they’re gone, they’re gone!
New cordless activation kits coming, watch HOL for updates in the next few days
After those niggling spare part item numbers? What about older generation tools? Spare parts and service drawings available here

Week 35

Digital

Reminder: Do not 'submit' any tool repairs or orders while using the HOL demo account. If you do, a courier is automatically booked and a charge is occurred to Hilti each time it happens.

VIP eBusiness reports have moved to PowerBI. Firstly watch the short video on ‘how to use the PowerBI eBiz report’ & get an overview on each report tab - HERE. Access the PowerBI report - HERE

Voice of Customer

Order Entry: Attention to detail is crucial, we’ve had a spike in ‘wrong item/wrong pricing’ recently. Confirm, Confirm, Confirm.
Supply Chain:
- Recent spike in CCNs for collection failures with Toll for tool pick-ups is due to IT issues @ Toll, cannot trace/scan or see live collection requests.
- Poor Packaging issue for large pallet interstate deliveries (Toll) to be action implemented packed into coffin boxes
Returns: Processing delay in CW and Perth DC was due to low staff last week.

PLS

New August IOp list containing over 200 items HERE
INP report for 2020 HERE
Items with current/upcoming critical shortages listed HERE
New TE 500-A36 has landed and is already breaking the competition! See training info here
Consumable cases cleared to move, the perfect addition to any insert sale! link here
Vac needs repair? Please ensure customers send the tool head only. The tank must not be sent to the TSC for safety concerns, and adds unnecessary freight costs.
New aggressive DGH 130 multipacks (x3 – x5) available in FM & LTS to capture all patching crew business opportunities and grab market share !
Special offers on boxes of RE 100 with short expiry (end Oct) to clear stock ASAP @ $24.95 / 500ml a tube for all trades and potential classes (Conditions apply). Click here for information.
We currently overstocked on some mechanical anchors in SS & HDG; auto-swapping the Zn versions for the overstocked steel types (SS & HDG) at no extra charge. Details here

Services

We have adjusted Sharepoint information on FM to support utilisation of SFDC via FUSE modules. For example; Create Quote or Order Obtain Tool List

Trade Wave Two

Check-out all Presentations from Friday’s sessions; click on the those relevant per Trade.

Week 34

RECOGNITION

Much appreciation to the tool service team for getting through the enormous back-log of tool repairs, we will be back to normal conditions / turn-around times this week. See more details below.

Voice of Customer

Reminder of process for order cancellations; can be done within 1 hour of entry in SAP. Please contact CS. Orders with non-refundable items cannot be re-directed or rejected upon delivery.
Update on stock variances (+ or – original order quantity). All instances are checked @ inventory location within 24 hours. CWH is instructed to ensure extra care for high value orders.

Services

Tool Service Backlog Status; the in-bound tool repair queue has shrunk to only 1 day of backlog! Refer to the list of customers LINK we are still working through.
We are continuing our aggressive trade-in discounts for example Corded 5” grinders 50%, DGH 130 42%, VC 5-A22 47%, SF 6 Gen 1 60%, AG 125-A22 40%, TE 4-A 40%, GX 3 45%

PLS

New August IOp list containing over 200 items HERE
INP report for 2020 HERE
Items with current/upcoming critical shortages listed HERE
Old generation WSR 36-A priced to clear. Down to $450.00 ex GST
After those niggling spare part item numbers? What about older generation tools? Spare parts and service drawings available here
We are currently overstocked on some mechanical anchors in Stainless Steel & HDG; and will temporarily auto-swap the Zn versions for the overstocked steel types (SS & HDG) at no extra charge.
We have some special offers on RE 100 with short expiry (end Oct) to clear stock ASAP @ $24.95 / 500ml tube for all trades and potential classes. Click here

Digital / eB2B

The VIP eBiz opportunity finder and the VIP's not on HOL excel reports have been merged together and moved into PowerBI. This is to ensure the reports are centralised and easier to use. The data will continue to be updated on a monthly basis. Firstly view the short-minute support videos - HERE & then access the new eBiz PowerBI report - HERE

Trade Wave Two

Check-out all Pre-Reads.

Ask Evo

We are launching SFDC next week!! Crucial preparation by COB Friday: take a snapshot of your CRM calendar for next week and send it to your ASM as per the FUSE module.

Week 33

Recognition

A big shout-out to the PMs who commenced the inventory upload of our new loan tool pool this week. See Yammer Post for more details.

Voice of Customer

Warehouse misdirects: from early September we will assign a resource to intervene manually in CWH starting with Metro orders (Allied) and then other couriers.
Credit card duplicate charging: Global has found a fix & is deploying over the weekend. We should see these issues reduce from 16^th August.
Wrong or missing customer PO continues to be an issue, please help to resolve by:
- Obtaining PO for repairs under $200 (as these are not quoted) and calibrations.
- Do not place order without PO if customer requires PO for all orders as per permanent notes.
- Emailing ServiceAustralia@hilti.com to add / update permanent notes on your customer’s account and help reduce these errors.

Digital / eB2B

Reminder that E-Business orders (HOL & eB2B – IQC/HEDA) over $500+ for VIPs are free freight, potential incentive for VIPs to move to digital ordering solutions. Check the PDF link for detailed information on all delivery costs on E-Business orders.
Great example from Adam Dare NSW S&M trade; leveraging cost saving to move a customer Spartan Steel, previously unwilling to change ordering habits, to a B2B ordering solution – 73% of July sales through E-Biz. If you have any questions/require support moving customers to new ordering methods please reach out to the Digital Team or check our REDI page for support docs.

Services

Expired FM tools that are scrapped contribute to our fundraising efforts for canteen; we have now donated over $110k in this partnership.
Services Ops and Credit have worked on making the support documents for Terminations and Remigrations more transparent. You can find them in the folder “8 Care”.

Tool Service Backlog Status; the in-bound tool repair queue has shrunk to 630 = only 2 days of backlog. Refer to the list of customers LINK we are still working through.

PLS

Did you know our customers can build their own combos through HOL? See link here! Now includes our monster 36V range!
Cordless competition update for August = all bark but no bite! Click Here
Consumable cases – overstocked and have to move, the perfect add on for customers’ inserts! Check HOL front page for details.
Which battery is best for which tool? Check out our updated cordless configurator here.

New August IOp list containing over 200 items HERE
INP report for 2020 HERE
Items with current/upcoming critical shortages listed HERE

Trade Wave Two INP’s

FP: CFS-TTS top track seal – HOL and SharePoint (Contact PM Deb for more information)
FP: CFS-SL Speed Sleeve – HOL and SharePoint (Contact PM Deb for more information)
DF: X-ECT-E MX – HOL and SharePoint (Contact PM Kate for more information)
Remainder or Pre-Reads will be available next Monday.

ASK EVO

Will delivery charges for customer pickup change? A: Delivery charges through TS order entry remain the same as of now.
How we address issues with the System (IT or Software errors) A: Raise all System errors to your team leader / LPE (Hassan), who will perform the preliminary troubleshooting to fix it locally. If it cannot be resolved by A2 Evolution team, then Service Now tickets will be raised and global hypercare team will investigate.
Will "Chatter function" be available between CS and AM/FE? We use Tasks and Leads for more efficient communication between CS and AM. This will be covered in the first training session.
Will KPM special ship-to automatically migrated to SFDC? Yes if they are already assigned to a KPM territory. For new ship-to assignment pls follow the usual process of sending exception templates.

Linking Ship-To’s to projects will be covered in one of the trainings.

What’s the requirement for FUSE training? Choose your role on the home screen and complete Pre work for Session One. Remainder of learning plans to be completed before the respective sessions.

Week 32

RECOGNITION

Well done to FP PM Debra and IF Trade Manager Mamdouh for supporting Anthony secure the first CFS-TTS order for Division 3.
“A great win and team effort, especially from Deb. I couldn’t of done it without her support” – Anthony Knowles Team SA

Customer Experience

Click here for mid-year progress on root cause analysis & actions taken for Top CCNs
Credit card duplicate charging: issue has been found & a fix should be deployed in a few weeks. There remain 12 open cases which are being handled proactively.
HiltiHelper 2.0 – old items or parts that are not available on price book can be found here
Customer Care FAQs can be found here (cancellation process, non-refundable items, approvals, deadlines, etc.)

Tool Service Status

The in-bound tool repair queue is down to 938 (in normal circumstances it’s about 350-400 tools), we’re 2 weeks away from normal conditions.
Please don’t contact Tool Service looking for individual tools – they simply won’t be able to help right now. Checkout list of customers with tools booked in
There are some great trade-in discounts running at the moment, so please continue to utilise this option (be sure to read the good news on trade-ins for direct fastening tools)

Fleet tools continue to be fixed faster as they don’t need quoting – this is a good opportunity to discuss starting on Fleet”

eB2B

July was the best month of the year so far for B2B HEDA with over $1m sales through this platform. As per last week's communication reach out to aub2b@hilti.com if you have any customers sending you regular PO's and we may be able to automate the ordering process!

Inventory Optimisation (IOp)

$67,000 worth of IOp items sold in July, $53,000 went towards AM MBO2 achievement
New August IOp list containing over 200 items HERE
Encourage your customers to Trade-In their old fastening tools (DX 460 & GX 120) for the newest technology (DX 5, BX 3 & GX 3). For a limited time only, click here

Trade Wave Two INP’s

FP: CFS-TTS top track seal – HOL and SharePoint (Contact PM Deb for more information)
FP: CFS-SL Speed Sleeve – HOL and SharePoint (Contact PM Deb for more information)
DF: X-ECT-E MX – HOL and SharePoint (Contact PM Kate for more information)
Stay tuned for more F&P and ET&A updates in coming weeks

INP Report

INP report for 2020 HERE
IF master Joe Zhou has now sold 119pcs of PM 30-MG, over 50pcs more than the closest rival
Anthony Taheny remains the undisputed HAS-U king with over 30,000pcs sold, nearly 15,000pcs more than second place
Tight leader board for B22/8.0Ah with Ibi Majtara and Scott Fahey leading the way with 141pcs & 126pcs respectively.

Weekly Stock Updates

Items with current/upcoming critical shortages listed HERE

ASK EVO

Q: Salesforce App appears on my mobile, what should we do with it?
- A: Please do not use the App, wait for enablement training session.
Q: Will future planned activities appear on the new CRM?
- A: Please follow the FUSE module regarding planed calls.
Q: How do we record demos on SFDC?
- A: Demonstrations are incorporated as part of the Opportunity Development steps, we will no longer record demonstration as part of the activity.

Week 31

Strategic Marketing

Great news to share; our utilisation of Price Engine for tools is the highest in 3 years (see graph below). Great work to all sales and channel team members for maintaining the discipline to achieve this. Special kudos to the marketing team for the preparation and alignment of Fleet to outright pricing to enable this!
Furthermore, 80% of tool categories have positive NSP for the year so far, for example, cordless drills/drivers/impacts NSP is +7.6%!!

PLS

In 2020 we added PS 1000-B Basic version to the High-end scanning family and here is more information on the SharePoint
HSA anchors in CS & SS are the latest update to the SI-AT Module – All the details of the software update can be found here
Direct Fastening SWAP deals starting next week Monday 3^rd August. DX 460>>>DX 5, GX 120>>>BX 3/GX 3. List of customers on the old DX 460 & GX 120 platform can be found here
New refreshed Direct Fastening Operator Training material for face to face sessions can be found here

Inventory

Stock of black cartridges has been recovered, CW has enough of the stock to satisfy upcoming customer orders (item #416475)
Stock Shortage Report is at the following link, here.

Digital

Great progress from Andrew Sindall in E-Business results, he is 81% E-Biz channel share for this month in July. Andrew has been able to utilise digital solutions, in particular B2B to save him time from placing orders manually.
Overall, great uptake with B2B solution- HEDA within the company throughout June & July, 7.2% of all net sales through B2B HEDA in these months. This solution reads customer #PO’s and creates orders automatically. If you have are receiving regular #PO's and placing orders manually for customers, reach out to aub2b@hilti.com to save a lot of precious time! B2B can also be used to place more complex ‘split’ or ‘forward dated’ orders very quickly and efficiently to save time across various channels, perfect recent example was with the ALD Big Fleet processed by B2B!!

Introducing: ASK EVO

Our latest addition to Marketing News: here we will share Q&A summary from all of the shop-floor meetings each week.

How will vacant/caretaker territories work? Salesforce gives the ability to manually assign additional/caretaker team members to an account.
What will happen with CRM closed activities (calls) and future planned activities (calls) already in the calendar? Closed activities and notes will be migrated to the new system. Future planned activities will not be migrated due to a new change in the way that we will plan activities and work with them.
Will AM’s be able to create new customers? Only CS and HS have access to create new customers to ensure data quality check. AM’s can create Ship-To’s for the first time.
Is HOL prepared to cope with the increased traffic and HOL usage? Yes. The servers have been enhanced globally as part of Project Evolution.
Can a new ship-to be created without processing a quote/order? Yes. Once the new address has been created in HOL, it is saved in the system even if the quote/order is not fully finished.
What is the difference between an Account Development Plan and an Opportunity? Please click on this LINK

Week 30

RECOGNITION

Outstanding teamwork and commitment from Andy Baathuk in our Services & Software team; establishing customers on our new ON!Track software; working after hours, and covering his team-mate whilst they were on leave. From VIC Service Consultant Kelly Wales; “he always remained positive, cheerful and willing to help”; well done Andy!
Our CSR’s and HSR’s achieved Global #1 for Trade-In results during June; this adds incremental dollars to our topline, and drives efficiency in our operations, we would not have achieved the June results overall without this contribution, thank-you.
Congratulations to Josh Maddox, Mariana & the whole Metro 2 Project team. After many months of discussions, and testing. They have secured amazing $$$ order for our HDA anchors in Stainless Steel for the Metro 2 project.

PLS / Inventory

Fleet Hero Tool of the Month is back! SJT jigsaws now have an extra hot fleet rate, See here
FYI; there are alternative item numbers for HY 170, automatically generated when you enter the previous/existing item numbers. No other change to the product.
HVU bulk packs (300 pcs, 2164565, 2164566) are discontinued due to stock availability issues. Individual HVU2 capsules will continue.
Confirmation that the current DM approval process for Van Stock is still required.
Stock Shortage Report is at the following link, here.

Strategic Marketing

With over 50% of our sold-to accounts now having Fully Actionable Contacts, we’ve made excellent DQ progress. This is the foundation for Evolution, Engagement Marketing and Account Development. Across the next 3 weeks; we will need a double-check of details of your Focus Accounts; Trade Code, Postcode, Address, Key Contacts. Stay tuned for further instructions.
Ensure your Focus Customer have the correct price loaded and updated. This creates accuracy and productivity across all channels, and a professional customer experience. Profit Desk process.

Digital

The VIP eBiz opportunity finder tool & VIP’s not registered for HOL tool have both been updated till end of June. Check which of your VIP accounts still have no contacts registered for HOL and get main contacts registered.
Please see updated B2B Fleet Order Form link. Use this form to place Fleet orders automatically instead of sending to Customer Service. Instructions within the document.

Services

Fleet Management SharePoint is the fastest way to get an answer to a FM query, boost your own productivity LINK
Minimum repair (<$200 fixed automatically = halves the downtime for our customers. And for our focus customers, we can set a customised amount through ‘VIP Fast Track’ LINK.
Trade-ins are powered by the Recommendation Engine, super easy via Easy Order Entry via CS or through our Stores. Keep them coming!
AMs can also save time by enabling customer self-service. For info on AM Templates FAQs please read here training here.

Channels

In the interest of driving our business efficiencies, we are conducting a trial of shorter opening hours of our Hilti Stores. The trial will be evaluated at the end of July. Please see below specifics per store. There will not be a wide customer communication, as it’s a trial. HOL information has been temporarily updated.

Store	Hours
Alexandria	7:30 to 4:30
Adelaide	7.30 to 4.30
Lidcombe	7:00 to 4:00
Gold Coast	7:30 to 4:30 (no change to current)
Perth	7.00 to 4.00
Seven Hills	7:30 to 4:30 (no change to current)
Melbourne	7.30 to 4.30
Brisbane	7:30 to 4:30

Week 25

Digital

Identify your VIP customers with the most potential for Ebusiness with this VIP opportunity finder tool
Make sure you are ready for Project Evolution! Find the list of VIP customers who are not registered on HOL and register the main contacts on HOL. Click here VIPs not on HOL tool

Customer and AM Experience

Help your customers to self-service their Fleet and tool repairs! Following 3 AM templates (Tool Repair bookings, Fleet scrap returns and Fleet lost/stolen tools notification) will be switched off from 1 July. Ensure you and your customers are ready for this change by following our how to guides here or reach out to your service consultant for help.

Customer service continues to focus on our customer inquiries, we therefore may see delays in our AM emails beyond the 2 hours on occasion, please ring the TLs James 0403901137 and Tam 0424933377 if you are experiencing delays.
Self-service tracking widget for Account managers. You can track any orders from Central warehouse/Perth warehouse here

PLS

Reminder: If you have not completed your DX Operator Training so far, please do so until end of June to be able to recommend this new service to your customers.You can also brush up your skills here.
We are temporarily out of stock of black cartridges (#416475). Please replace black cartridges (#416475) with red ones (#50353) in coming weeks. We will keep you updated on the progress.
SF 6H-A22 Gen 2 is now available! Training info available on SharePoint in this link. Thanks to all who have shared the INP videos across their social media platforms.
Inventory Optimisation Program – boost your MBO achievement for June and beyond with these coordinated offers. **Update** TE-1000 now removed from IOp list.
Continued stock outage on 416736 – HUS3-H 6x60, please substitute with pan head version if possible (416746 – HUS3-P 6x60). You will need to upsell a TX 30 bit to go with it (2039062 – S-B TX30 25/1” T) – Replenishment now in July
Phased out anchor rods stock situation still some bargains to be had with automatic discounts on HIT-V & HAS-E up to 55%. The latest stock info can be found here.

Week 23

recognition

Data Quality; a BIG shout-out to your efforts … we are on the way to 80% of Focus Customers registered for HOL, and clear #2 in A2 region. See graph below. Let’s go for 100%.
Adam Iacona who went above and beyond; testing, recording and documenting 2 containers worth of RE 500 V3 to extend expiry of the product, due to project delays.
Brad Caust for a fantastic win in SA for a 40K sale in consumables (24K in HUS3).
All Sydney Hilti Stores achieved their target in April, congratulations to our HSR’s in Seven Hills, Lidcombe and Alexandria driving growth over prior year!

Key Events/Information

Project Evolution; we’re deep into the rollout now, congratulations on the hard work done so far particularly on Data Quality and Opportunity Tracker.
Inventory Optimisation Program – boost your MBO achievement for June and beyond with these coordinated offers

Services

Advanced Layout continues to achieve success through Fleet Management; Measuring BU 24% growth in FM, April YTD !!!
Our FM loan tool program has been up and running in Perth for 6 weeks now.
- A big thanks to the Services Operations team, Supply Chain, and Perth Warehouse team for making that happen.
- Fleet customers in Perth are now experiencing an enhanced level of service when it comes to managing their tool downtime; close to 100% success rate of Loan Tool availability!
- Next step is Adelaide and then later in the year, Sydney will be operational to service the entire East Coast.

PLS

We are excited to launch DX Online Operator TRAINING for our customers as a digital complement to jobsite demonstrations. You can also brush up your skills here.
SF 6H-A22 Gen 2 is now available! Training info available on SharePoint in this link. Thanks to all who have shared the INP videos across their social media platforms.
Temporary stock shortage of HUS3-H 6x60 416736, substitute pan head version (416746) + upsell to a TX 30 bit (2039062 – S-B TX30 25/1” T). More stock coming mid-June.
Phased out anchor rods stock situation, the latest stock info can be found here. We now have automatic discounts on HIT-V & HAS-E up to 55%

Week 20

Recognition

A big shout out to the three Hilti Stores in Sydney which all hit their targets in April. Thank-you, and congratulations.

Thank-you to Pooja and Hassan for a practical and engaging webinar on Data Quality last Friday:
We have made some big steps in DQ, our Index is at 44%, so we are very close to passing our ambition of 50%. Keep working on improving the FM and O!T contacts this week.
Remember; Better DQ = More Leads = More Sales.

Campaigns

Focus on the sale of your van stock.

Productivity Tips

Make sure you are all 100% familiar and can execute all CRM7 self-service transactions. See here for the checklist and benefits to your productivity.

The next internal webinar this Friday will be on the topic of Self-Service, facilitated by Toby. Invite here

PLS

Check for the latest stock availability updates on key product lines. Stock Communication Report

See an updated table on who to contact for F&P product enquires. F&P Org. Chart Update. We wish Julia Ho all the best with her new endeavours.

Check sales on TW1 INP and new products recently launched - RT 6-A22, PM 2-P and AG 150-A36. INP Report

The PM 2-P has joined our point laser family together with the PMP 45, SharePoint link here.
The new RT 6-A22 combines effortless rivet fastening on site with ease of mobility. SharePoint link here
AG 150-A36 - corded power in a cordless tool! SharePoint link here.

Phased out anchor rods stock situation, the latest stock info can be found here. Good news is we now have automatic discounts on HIT-V & HAS-E up to 55% - Happy Selling!!

Week 19

Customer Experience

We have seen a spike of CCN’s related to ‘Wrong Price/Discount’ since January price rise. Action = ensure price agreements for all VIP’s key product lines are in place, and updated for May price rise.

Campaigns

In May & June, we will focus our efforts on an internal campaign to move our existing inventory with some incentives for team members. There will be no EOFYS sales event this year.

PLS

May INP’s are now LIVE !!!!

The PM 2-P has joined our point laser family together with the PMP 45, SharePoint link here.
The new RT 6-A22 combines effortless rivet fastening on site with ease of mobility. SharePoint link here
AG 150-A36 - corded power in a cordless tool! SharePoint link here.

Lasers calibration cost updated list available here

Productivity Tips

Make sure you are all 100% familiar and can execute all CRM7 self-service transactions. See here for the checklist and benefits to your productivity.
We will continue to run our webinar series for both customers and our own internal team members to drive productivity solutions e.g. self-service ordering. Stay tuned for the invites.

Pricing

The Price Book and the pricing calculators for AM and ASM/DM have been updated on Sharepoint with the May prices.