LUTZ Elevators

The CRM system at the heart of digitalization in sales and customer service

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"Our customers feel that every employee at LUTZ knows them and can support them well. Since all information is linked in one system on several levels – company, employees, projects, requests, etc. – we can serve each customer quickly and efficiently."

Marcello Pantke, Sales Manager, LUTZ Elevators

"For our medium-sized family business, comprehensive and meaningful digitalization is a decisive step into the future. We have a clear goal: to offer our customers even more performance for their money, even more transparency, and even more individualized services. In this way, we will continue to be a performance leader in our markets."

Hans Martin Lutz, Managing Partner, LUTZ Elevators

The Customer

Since 1927, family-owned LUTZ Aufzüge has been delivering innovative, state-of-the-art elevator systems. In addition to building solutions, LUTZ is also one of the leading ship elevator suppliers worldwide. The company’s expertise spans planning, manufacturing, installation, modernization and repair services. Sales of elevator systems and manufacturer-independent services are also part of the portfolio. LUTZ Aufzüge has more than 300 employees and has manufactured 14,000 elevators to date, with installations in 74 countries.

The Goal

In addition to the traditional services, LUTZ Aufzüge customers expect additional services relating to buildings and elevators, as well as immediate access to comprehensive information relating to their orders. This requires the complete integration of customer profiles into LUTZ’s workflows, with maximum transparency and modern communication processes. The new CRM system was to link all customer related information on several levels (company, employees, projects, inquiries, etc.) and consolidate it in one system to help employees serve their customers quickly and efficiently.

The Implementation

The entire sales process has been digitally mapped and is supported by the CRM system. From quote generation to order tracking, all employees in the sales department work together digitally with the aim of delivering convincing quality and speed to both customers and prospects. Deployment planning for service staff is also supported by the system. This not only ensures transparency, but also adds benefits in terms of efficiency. The field service technicians have mobile access to their appointment schedule, with all information relevant to their service jobs available on their tablets via an app. Thanks to the CRM system, the marketing department has an overview of all processes, budgets, deadlines, and milestones. In Controlling, the team can monitor a large volume of key indicators and provide valuable analyses that enable continuous improvement. The Human Resources, Contracts, Planning, Materials Management and Accounting departments are also connected to the fully integrated system and thus collaborate on a work platform that is aligned with the ERP system. 

The Result

Departmental silos are a thing of the past. The use of a fully integrated IT system landscape gives LUTZ Aufzüge the ability to make data-based decisions. The digitalization of processes has made them both transparent and flexible. Based on key figures that are systematically collected, LUTZ can assess the quality of business processes and identify any weaknesses.