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MADE FOR YOU -
Customer service rethought.

my.FEIN - A service platform for the toughest requirements

FEIN is an international company known for its high-quality power tools and accessories that are made for the toughest assignments in industry and trade.

Our task was to use FEIN’s existing infrastructure as the basis for converting the company’s digital strategy into a concrete, workable platform and service strategy, to integrate this platform seamlessly into its processes for all markets, and to establish a consistent brand presence and a unified database.

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OUR SERVICES
  1. Digital strategy and concept development
  2. UX und interaction design
  3. Wireframing and screen design
  4. Frontend development (Angular)
  5. Backend development and web API (kameon)
  6. Native iOS and Android development
  7. Connected tools (Bluetooth)
  8. Project management

Our solution

We decided on a solution which would unify all systems on a central platform. We also designed a mobile app to offer retailers and customers new services and methods of interacting. As part of these measures, we developed a contemporary UX and UI design for the FEIN digital ecosystem based on the company’s new website.

In order to implement these measures, digital strategists and UX consultants worked with the FEIN team to define the strategy and concepts and to prepare the launch of the my.FEIN service platform. As co-product owners, we coordinated the agile implementation process with Microsoft Azure DevOps. We then used kameon and Angular to ensure the technical implementation of the new platform, before rolling it out to the global market and connecting it to a range of different ERP systems.

“Decision criterion no. 1 was definitely the ability of the bbg bitbase group to cover the entire bandwidth, from the complex administration system to the mobile app. Combined with the group’s expertise in the UX area, the result was a functional, extremely attractive solution for end users.”

Jakob Seemann
Teamlead Digitalization
C. & E. Fein GmbH

68%

Increase in newly registered tools

30%

Increase in newly registered customers

>6000

Service transactions since the launch of my.FEIN

Greater harmonisation. Greater standardisation. Greater efficiency.

The heart of the my.FEIN service platform was implemented on the basis of our kameon business framework. This allowed us to provide support to 44 markets in more than 25 languages in a short space of time, enabling them to bundle all their services digitally in one central location and have easy access to all the information that was previously distributed throughout a range of different systems and departments.

This harmonisation also led to a significant acceleration in the transformation of digital product and service experiences at company level. With immediate effect and in the future, the FEIN service platform will play a central and growing role in the processing of repairs, maintenance and warranty claims, and will also help to improve and simplify FEIN's range of services worldwide.

68%

Increase in newly registered tools

30%

Increase in newly registered customers

>6000

Service transactions since the launch of my.FEIN

Greater harmonisation. Greater standardisation. Greater efficiency.

The heart of the my.FEIN service platform was implemented on the basis of our kameon business framework. This allowed us to provide support to 44 markets in more than 25 languages in a short space of time, enabling them to bundle all their services digitally in one central location and have easy access to all the information that was previously distributed throughout a range of different systems and departments.

This harmonisation also led to a significant acceleration in the transformation of digital product and service experiences at company level. With immediate effect and in the future, the FEIN service platform will play a central and growing role in the processing of repairs, maintenance and warranty claims, and will also help to improve and simplify FEIN's range of services worldwide.

We look ahead

FEIN’s long-term goal is clear: through the new platform, the company has created the basis for generating added value for end customers and enabling new business models via networked power tools and digital services – whether this is in the form of software products or through the networking of customer relationships and power tools. This digital transformation of FEIN’s business processes represents an important step in the company’s path towards digitalization.

We look ahead

FEIN’s long-term goal is clear: through the new platform, the company has created the basis for generating added value for end customers and enabling new business models via networked power tools and digital services – whether this is in the form of software products or through the networking of customer relationships and power tools. This digital transformation of FEIN’s business processes represents an important step in the company’s path towards digitalization.

Find out more here.

I will gladly advise you and look forward to receiving your questions.

Director Service Design

André Schneider

+49 7121 6808490
andre.schneider@bitbasegroup.com