VIP CUSTOMER EXPERIENCE
We want to wow and engage you with value-adding, world-class services.
Excellent products, solutions and services is what you expect from Hilti.
As a VIP customer you get even more.
We want to work with you across the entire value chain - from Customer Service, Engineering, Marketing, Repair, Finance, Logistics, Training and Human Resources - to bring you in direct contact with our experts, so you can experience the full power of Hilti.
We want to develop a long-term business relationship with you by bringing an individual approach and tailor-made solutions you can rely on. By listening and understanding your challenges we want to wow and engage you with value-adding, world-class services and VIP treatment.
Give us your trust and we will show you our innovation, enthusiasm and commitment.
Direct access to Hilti leadership
Access to Hilti leadership team is only a call away.
As a VIP customer you get personal access to the Hilti leadership team to bring you in direct contact with our experts. If there is anything you want from us, anything you need, then it is never more than a call away.
One of our top management team members will then aim to come back to you within 24 working hours to address your urgent matters and the wider team will be working hard to resolve your query in the meantime.
VIP Partnership Meetings
Up to two management meetings with real-time partnership data.
In addition to our regular monthly face-to-face meetings, we offer you up to two management meetings per year to review our business relationship and develop a deeper, forward-looking partnership.
During the meeting we will provide real-time, online ‘My partnership with Hilti’ data. This includes what you bought, how you bought it and all the additional services you received.
Plus, we’ll provide recommendations on products and services that will add value to your business and could save you money.
Get our latest innovations first
Demo, purchase or fleet the latest innovations before they go on general sale.
As a VIP Customer you will be the first to receive a free copy of our Digital Innovation Magazine - with all the latest products, software and services - including great content, engaging videos and more.
You will also receive an invitation to an exclusive on-site demonstration, by your dedicated Account Manager, so you can get your hands on the latest innovations before the competition.
Engineering support, within 48 hours
Our nationwide team of highly-trained Engineers will support you on the phone, in the office or on the job site. Wherever you need us.
With a vast array of backgrounds and experience, they can support you in every detail, from design to installation, for every Hilti product.
As a VIP customer, we commit to reacting to your engineering enquiries within 48 hours. If it’s a critical issue we can be there alongside you to assist.
Delivered on time, or it’s a FREE delivery!
We’ll meet our express delivery time promise, or your delivery is FREE!
With express delivery, if we have it in stock we’ll deliver your new tools and consumables the very next day, even if it’s a Saturday. Need it before 9 am?
No problem, we can arrange for delivery first thing in the morning so you can get on with the job in hand. What’s more, as a VIP Customer, if we don’t meet our delivery time promise, your delivery charge is free!
*VIP services are services granted at Hilti´s sole discretion to selected customers. Hilti reserves the right to withdraw such services at any time, without notice.
ALWAYS FROM HILTI
Dedicated Account Manager
A face-to-face meeting, at a location suitable for you, at least once a month.
Thanks to the Hilti direct sales model you get a dedicated Account Manager, available on the phone, on email or on-site.
Highly-trained and knowledgeable about your business and trade, they can support you with applicationadvice, technical know-how, product demonstrations, and much more.
Driving around in their distinctive red Hilti van, full of the latest and greatest products, they can meet you at a location of your choice, at least once a month.
In-house Customer Services
Calls answered within 10 seconds by our Hilti team, with over 90% of requests serviced immediately.
At Hilti, all our customers are greeted by one of our highly-trained Hilti team members, based in Manchester, not put through a voice recognition menu or be asked to type your details in.
We answer calls within 10 seconds (on average) and our knowledgeable team resolve over 90% of all enquiries on the very first call.
Nationwide Hilti Stores
Convenient locations nationwide for expert in-store advice and free Click & Collect.
Hilti Stores are more than just retail centres. Conveniently located across the country, they’re a place where you can have the full Hilti experience.
Shop across the portfolio, receive expert service, consultancy and product demos, get information on new innovations and attend special events.
Need something in a hurry? With Click & Collect you can check stock availability online, select the nearest (or most convenient) store for collection and pick it up just an hour later. What’s more, it’s completely FREE!
Access to Hilti Engineers
Our office-based engineering team are never more than a click or call away.
Highly-trained Hilti engineers are available for fast and competent solutions to your design challenges.
This includes design solutions and calculations for Hilti products, engineering judgements for individual firestop solutions, access to our BIM/CAD library, training on our Hilti design software and much more.
Digital engineering tools
Access to a range of webinars, mobile apps, design software and more.
Visit our website - www.hilti.co.uk/engineering - to experience a range of high-quality, innovative digital tools.
Some highlights include: webinars for interactive online learning; PROFIS design software for anchors, rebar, installation, firestop and more; a comprehensive range of mobile apps to make your job easier.
Peace of mind with fair pricing, consistent across all Hilti channels, and stable throughout the year.
We value your business, and want to provide you with tailored pricing agreements that move away from transaction-based selling and strengthen our partnership.
Our pricing agreements come with transparency, predictability and stability. Your prices are consistent across all Hilti channels, meaning you get the same price online, in-store and through your dedicated Account Manager.
Dedicated Finance contact
Access to a dedicated finance contact who understands your business and its history.
Our customer-orientated finance department ensures that you have a dedicated contact to develop and build your ongoing relationship with us.
They are highly skilled to ensure that any bespoke finance requirements are understood and delivered to support the evolving demands of your business. Services such as e-invoicing, direct debit and consolidated billing are examples of what’s available to you.
Tool Repair expertise
Access to a Tool Service Representative to advise on all aspects of your repair.
Hilti tools are built to last, but if a breakdown does occur, you will have access to a dedicated Tool Service Representative to take care of it quickly and professionally.
Working across the full Hilti portfolio, they can discuss the most effective repair options, make recommendations based on the tool repair history and provide guidance on how to proactively prevent issues in the future.
Tool Service: 3 days or FREE!*
Get your tool repaired, cleaned and serviced in three days or it’s FREE!
Hilti Tool Service guarantees you an unmatched tool turnaround time. In three business days, you’ll get your tool back in your hands - repaired, cleaned and fully-serviced - from our state-of-the-art repair centre in Glasgow. If it takes longer, your repair is
free of charge.
Tool repairs are also pleasantly predictable, as fixed costs and repair cost limits mean there’s no financial guess-work. They are also incredibly simple: just one call or click and we’ll take care of the rest - from on-site pick-up to on-site delivery - no registration or proof of purchase required.
Tool Park Optimisation
An individual on-site analysis of your current tool park, in order to increase your productivity.
Hilti will visit you at a location of your choice to assess your current tool park - including the number of tools you have on-site, in your vehicles and at the warehouse, as well as their average utilisation per day.
Based on these results we can review together whether you have the right tools for your trade, the right number of tools and that they are in a safe and cost-effective condition. We can also explore some of the hidden costs due to repairs, administration, downtime and under-utilisation.
ON!Track: on-site analysis
Our Process Consultants will help improve the transparency and efficiency of your business.
Hilti ON!Track is the professional solution for managing all of your assets, regardless of manufacturer. With ON!Track you will always know what assets you have, where they are, what condition they are in and which employee is responsible for them.
With an on-site analysis, performed by one of our highly-trained Process Consultants, you will get a clear understanding of your current processes, identify time and cost savings and receive a detailed analysis to help improve the efficiency of your business.
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