How Hörmann automates customer service for an international corporation

Hörmann uses OMQ to automatically answer customer inquiries in multiple countries — immediate answers before submitting, fewer incoming tickets, more time for complex issues.

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Hörmann customer receives instructions for fixing a garage door error in the chatbot

International customer service fully automated

Hörmann is Europe's leading provider of doors, gates, frames and drives. With more than 6,000 employees, 27 plants worldwide and customers in multiple countries, the international corporation has high demands for consistent, reliable customer service. Since 2014, Hörmann has relied on OMQ — to automatically answer customer inquiries and permanently relieve the support team.

Results that convince

Since 2014 OMQ customer

Multiple countries international deployment

Immediate answers before the form is even submitted

“As a worldwide manufacturer of doors and gates, we have created a digital customer dialogue through OMQ. Our customer inquiries are answered in real time.”

Ralf Biegert Marketing, Hörmann

The challenge

As an international corporation with customers in multiple countries, Hörmann receives a large number of customer inquiries every day — many of them about technical products with complex application questions. At the same time, support must function reliably and consistently in multiple languages. Recurring standard inquiries tie up valuable team capacity — time that is missing for truly complex issues.

OverviewHörmann

Industry: IndustryEmployees: 6,000+Customer since: 2014Region: Multiple countries, worldwide

Hörmann intelligent help page with frequently asked questions

Immediate answers — less effort for the team

With OMQ, customers find answers themselves — on the help page or directly in the contact form before submitting. The AI analyses the request in real time and immediately displays suitable solution suggestions. Many inquiries resolve themselves as a result. Incoming tickets are noticeably reduced, the team has more time for complex issues. Maintained once, immediately available in multiple countries.

Immediate answers — less effort for the team

“The chatbot responds to customer inquiries so precisely and humanly that it often barely registers that no real person is answering. Particularly impressive is the system's ability to learn. It continuously gets better.”

Nicole Team Lead Customer Service, Hörmann KG Verkaufsgesellschaft