The Würth Group is the world market leader in its core business of trading in assembly and fastening materials. It currently consists of over 400 companies in more than 80 countries and employs around 70,000 people. Of these, about half are permanently employed external sales agents. In the financial year of 2016 the Würth Group generated sales of 11.8 billion euros.
In the core business of Würth, the sales program for craft and industrial companies comprises more than 125,000 products. From screws, screw accessories, dowels and tools over to chemical-technical products and worker safety. Allied Companies – Group companies – which border on the core business or process diversified business areas – supplement the offer with products for DIY stores, electrical installation materials, electronic components (eg. printed circuit boards) as well as financial services.
Today, Würth has already got over three million trusting customers worldwide. Behind the long-standing success of the Würth Group are the employees and a very special corporate philosophy. Würth is a family business founded in 1945 by Adolf Würth. Today’s Foundation Supervisory Board Chairman of the Group, Prof. Dr. med. H. c. mult. Reinhold Würth, took over and started growing the company at the age of 19 after the death of his father. Starting in the years of post-war reconstruction he expanded a then two-man operation to a global trading company.
Together with an external consultant, several manufacturers were considered. The native deployment, as well as the user-friendly operation for the agents, convinced the Würth Group of the Luware products. Within a short time period, a pilot for the first department was set up.The specific challenge of the adaptation of the agents to the newly chosen solution is worth mentioning. Considering that employee satisfaction in the contact center correlates significantly with customer satisfaction, adaptation was the top priority. Thanks to frequent on-site support from Luware and many flexible adjustments during the pilot phase, this was successfully established. This input led to various product adjustments, which now also benefits other customers.