2019 Hilti Company Report “ IN THE FUTURE, WE WILL BE ABLE TO OFFER EVEN BETTER SERVICES TO OUR CUSTOMERS.” Oliver Lorenz, Head of CRM of the Future, Hilti Headquarters, Liechtenstein Direct customer relationships represent a particular strength of Hilti. But this is also an area we are looking at in terms of how we can be better at promptly providing our customers with the solutions they need, and in supporting them when they make a decision to purchase a Hilti product. At the headquarters in Liechtenstein, as well as in Paris and in Kuala Lumpur, cross functional Hilti teams have developed our sales approach of the future. At the center of this is one software platform to link all points of contact a customer has with Hilti. This will enable us to respond even faster and more individually to customer needs. And this helps us when consulting with our customers at their job sites, as shown here on a construction site in France. In 2019, the system was tested by a group of selected 昀椀 rst users. The system will be rolled out globally by the end of 2021. 42–43