Approaching Digitalization at an SME Manufacturing Service Provider

Customers at the Heart of Listemann’s Digitalization Strategy

2021
OriginalPaper
Chapter

Published in:

Authors: Michael Reiner Kamm; Charlotte Wehking; Lena Franziska Kaiser; Markus Otto; Jan vom Brocke
Published in: Digitalization Cases Vol. 2
Publisher: Springer International Publishing

Get Access

Activate our intelligent search to find suitable subject content or patents.

search-config

AI-assisted search

Off

Abstract

The chapter delves into the digitalization journey of Listemann, a specialized manufacturing service provider, focusing on the challenges and strategies employed to enhance customer relationships. Despite facing significant resource constraints typical of SMEs, Listemann successfully implemented digital solutions to streamline customer communication and management. The case study highlights the importance of customer-centric digitalization, showcasing how Listemann leveraged new technologies to improve order tracking, data management, and customer interaction. The detailed analysis of Listemann’s approach offers valuable insights into the practical steps and considerations SMEs should take when embarking on digital transformation projects.

AI Generated

This summary of the content was generated with the help of AI.

Abstract

(a)

Situation faced: Listemann Technology AG (Listemann hereafter), a leading industrial service provider for heat treatment, brazing, sintering, electron beam welding, and engineering in the manufacturing industry, invests in new digital solutions to increase the value of its services for its customers. Even though Listemann has a digital production process par excellence, its customer management relies on traditional approaches like telephone calls and emails. As its competitors are also fighting for customers and becoming digital, the importance of Listemann’s maintaining and strengthening its customer relations and using digital technologies to generate business value increases.

(b)

Action taken: The digitalization project was carried out in four phases, beginning with analysis of the current status and moving on to elaboration of digital potential for Listemann with a focus on processes that have a direct or indirect impact on customers, analysis of the prerequisites for the implementations, and the design and cost estimation of the new web portal and the corresponding data management solution. Several interviews and meetings with the company and external stakeholders were executed.

(c)

Results achieved: The preliminary results include insights Listemann’s current situation regarding customer contacts, a list of potential solutions and measures to put the customers at the heart of the company’s digitalization strategy, and the new design of a web portal with a new data management solution to improve the company’s communication and interaction with customers.

(d)

Lessons learned: Major lessons learned from the Listemann case provide insights for other SMEs that face the challenge of keeping up in the digital age, in particular the challenge of digitalizing their customer processes. These six lessons learned can be summarized as (1) be aware of (multiple) context(s), (2) know your customers and manage your processes accordingly, (3) define your digitalization strategy, (4) get everyone on board, (5) create incentives to support the digitalization process, and (6) establish a stepwise approach.

Already a customer? Then log in here to gain access.

Customer login

Dont have a licence yet? Then find out more about our products and how to get one now:

Springer Professional "Business + Economics & Engineering + Technology"

Online-Abonnement

Springer Professional "Business + Economics & Engineering + Technology" gives you access to:

more than 130.000 books
more than 540 journals

from the following subject areas:

Automotive
Construction + Real Estate
Business IT + Informatics
Electrical Engineering + Electronics
Energy + Sustainability
Finance + Banking
Management + Leadership
Marketing + Sales
Mechanical Engineering + Materials
Surfaces + Materials Technology
Insurance + Risk

Secure your knowledge advantage now!

inform now

Springer Professional "Engineering + Technology"

Online-Abonnement

Springer Professional "Engineering + Technology" gives you access to:

more than 75.000 books
more than 390 journals

from the following specialised fileds:

Automotive
Business IT + Informatics
Construction + Real Estate
Electrical Engineering + Electronics
Energy + Sustainability
Mechanical Engineering + Materials
Surfaces + Materials Technology

Secure your knowledge advantage now!

inform now

Springer Professional "Business + Economics"

Online-Abonnement

Springer Professional "Business + Economics" gives you access to:

more than 100.000 books
more than 340 journals

from the following specialised fileds:

Construction + Real Estate
Business IT + Informatics
Finance + Banking
Management + Leadership
Marketing + Sales
Insurance + Risk

Secure your knowledge advantage now!

inform now

For explorers: Get to know our platforms better with a free registration.

previous chapter LOHMAR | DIGITAL | FOR EVERYONE

next chapter Digitalizing Water Bill Payments

Metadata
Literature

Title: Approaching Digitalization at an SME Manufacturing Service Provider
Authors: Michael Reiner Kamm
Charlotte Wehking
Lena Franziska Kaiser
Markus Otto
Jan vom Brocke
Publisher: Springer International Publishing
Book: Digitalization Cases Vol. 2
Print ISBN: 978-3-030-80002-4

Electronic ISBN: 978-3-030-80003-1

Copyright Year: 2021
DOI: https://doi.org/10.1007/978-3-030-80003-1_14

This content is only visible if you are logged in and have the appropriate permissions.

Advanced Search

Search Operators:

Springer Professional

Approaching Digitalization at an SME Manufacturing Service Provider

Customers at the Heart of Listemann’s Digitalization Strategy

Abstract

Abstract

Already a customer? Then log in here to gain access.

Dont have a licence yet? Then find out more about our products and how to get one now:

Springer Professional "Business + Economics & Engineering + Technology"

Springer Professional "Engineering + Technology"

Springer Professional "Business + Economics"

For explorers: Get to know our platforms better with a free registration.

Premium Partner