7. October 2016 ǀ Munich Ismaning

SAP Hybris Cloud for Sales individually customized to the needs of GATX Rail Europe


Here stands a single bulk truck, which is only needed to help out for a few months. There stands a whole fleet of hundreds of vehicles that have been in service for years. Here it is important to draw the customer’s attention to maintenance intervals, there the aim is to uncover cross-selling potentials. The customer management of GATX Rail Europe is in a class of its own. No wonder the company operates more than 23,000 freight cars. GATX selected maihiro in order to optimally implement customer service and customer care. An individually-adapted SAP Hybris Cloud for Sales solution was put in place.

Bonus points for maihiro: Familiarized in the business model
In particular, maihiro scored points by intensively focusing on the GATX business model. “The professional performance had us simply convinced,” summed up business unit manager Johannes Friess. maihiro had early on tried to understand the GATX business offerings and to tailor their own offer to it. In addition, maihiro gave early insights into the possible later solution: “We already knew what the tool would look like afterward. And we had a good feeling about the consultants involved. That’s what tipped the scale in the end.”

Agile projects: Quick feedback, less training
It was a decision that GATX did not regret. It was necessary to tailor several functions to the GATX requirements, as Friess stressed: “For example, we needed information about our customers’ and competitors’ car fleets – something that we needed to specifically develop.” This was one of many tasks that the team, together with maihiro, evidently and perfectly solved. Along with a new, agile project approach. The entire IT project was not planned in detail at the beginning and only then implemented by the consultants. Instead, it was divided up early on into small developmental steps that were immediately implemented and tested. “This saves money,” says Jacek Glowacki, IT manager of GATX Rail Europe. “Since the department learned about the solution at an early stage, the training costs were lower after that.”

Central user-friendly information management for all

The new approach seems to have paid off: The system has been up and running for several weeks, and the first feedback has been very positive. Friess: “The ease of use is very high.” Furthermore, it fulfills the solution in terms of functionality, which it should. For Johannes Friess, it was “key that we systematically gather in all business opportunities and contacts. This no longer depends solely on individual employees, as instead we have established a central information management system. And that means that today we can more elegantly and accurately depict the client’s entire organizational structure.” This helps the 50 users at the four main locations of GATX Rail Europe in Austria, Poland, Germany and France to give comprehensive support to their approximately 200 international customers. To this end we will also have to increase our customer contact frequency in the future, “so that we are with the customer at the right time”. Long-term relationships need just as much care.

Autor: Matthias Götz ǀ 7. October 2016 ǀ München Ismaning

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Matthias Götz

About the Author

Matthias Götz

CEO, Management Consultant
Many years of experience with nationally and internationally operating companies
Field of activity: Responsible for sales, product development and marketing on management level / Strategic consultant for SMEs and major enterprises
Main focus: Marketing and CRM strategies, management of change processes, corporate management