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Customer Snapshot

Calling all Robots

Super-strength robots
handle 3kg to over

1,000 kg

 

Robotic nursing assistants aren’t just a dream – in fact, KUKA, a German company, sees service robotics as a promising line of future business. And as a front-runner in the world robotics market, they should know.

 

Today, they plan to use SAP CRM to improve their already strong customer service and consolidate their leading position.

Company

KUKA Roboter GmbH

Headquarters

Augsburg, Germany

Revenue

€616 million (2011)

Number of Employees

2,753

Implementation Partners

Sybit

Line of Business

Service, Sales

Industry

Industrial Machinery & Components, High Tech

Featured Products

SAP Customer Relationship Management

History

From streetlights to robots

As a leading German producer of robots for a variety of industries – from automotive and fabricated metals to food and plastics – KUKA is an acronym for Keller und Knappich Augsburg, and also the registered trademark found on the industrial robots and other products they produce.

      

  • 1898Johann Josef Keller and Jakob Knappich founded the Augsburg-Oberhausen Acetylene Factory for the production of cost-effective domestic and municipal lighting, household appliances and vehicle headlights.
  • 1939The Augsburg KUKA machine factory had a workforce of over 1,000 employees and a total turnover of around 10 million marks.
  • 1966KUKA was Europe’s largest manufacturer of municipal vehicles, not only in municipal disposal and cleaning applications, but also in commerce and industry.
  • 1971Europe’s first welding transfer line with robots began: the system delivered to Daimler-Benz AG, for the manufacture of side panels, marked the start of a new chapter for KUKA welding technology.
  • 1973The wide range of technological experience gained by KUKA, combined with demands from the automotive industry for powerful and reliable robots culminated in the development of KUKA’s own industrial robot - FAMULUS.
  • 1981KUKA reorganized to accommodate successful global expansion
  • 1996KUKA Roboter GmbH became an independent company and achieved a quantum leap in industrial robot development; launch of the first PC-based controller, developed by KUKA
  • 2002KUKA robots conquered new branches of industry and starred alongside James Bond 007
  • 2009Citrix Delivery Center, an application delivery infrastructure product, was introduced.
  • 2010A new product generation was launched

The Challenge

Working the world

KUKA’s customers include manufacturers of automobiles, metal products, foods, and plastics. Cutting-edge technology and a strong customer service focus have helped KUKA become a world market leader, but engagement in international markets also means they require sophisticated tools to run worldwide operations in real time.

Enter SAP

The best solution

KUKA chose SAP CRM, which has been seamlessly integrated with its central ERP applications. In a direct comparison with its competitors, SAP CRM was the most cost-effective alternative. Even beyond cost, other factors in its favor were its integration depth, functional scope, and user-friendly Web interface.

Today

Transparency means better business

SAP CRM informs sales staff immediately when customers report faults. It displays warranty expiration dates and sales breakdowns by division. It eliminates duplication of sales effort, reducing the risk that multiple quotations will be prepared. Best of all, KUKA’s sales and service operations have become more closely integrated.

 

“Now that we have gotten rid of our stand-alone solutions and made all our processes transparent, we are realizing that we can analyze and manage our business on a global basis for the first time.”

Journey Ahead

Search out and deploy

The solution first went live within the sales department, and the services team followed

six months later.


To look at it another way: the number of users will rise from 40 in the trial period to 800 when the software is fully deployed.

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