A Journey of Digital Innovation and Transformation: The Case of Hilti
The Hilti Corporation sets an example how to leverage digital innovation. Hilti has come a long way since its founder, Martin Hilti, envisioned in 1951 the importance of global information systems in facilitating global business. Hilti has made two attempts to harmonize process and data, and since 2006 has successfully run on a single-instance SAP® solution, handling 200,000 customer contacts every day. Since then, the company has undertaken multiple enterprise-wide initiatives to benefit from globally available data and systems, to become more consistent in running day-to-day operations, and to make it possible to realize innovation opportunities that the digital world presents.
Over the course of 15 years of transformation, this digital journey has changed the day-to-day work of thousands of employees and the management and service processes for customers worldwide. Today, Hilti’s information systems infrastructure facilitates innovations in digital quality and speed using the latest technology trends, such as cloud, mobile, the Internet of Things, and Big Data analytics. As a digital enterprise, Hilti excels at innovation and transformation. A positive company dynamic in terms of market share and financial performance has proven the digital journey on which Hilti has embarked to be effective, enabling Hilti to continue creating and harvesting new opportunities.
This case study reports on the key activities, challenges, and success factors of each phase of Hilti’s digital journey and discusses the lessons learned and their implications for the company.
KeywordsDigital innovation Digital transformation Digital maturity Digital take-off Digital capabilities Global processes and data Global integration Process and data harmonization Socio-technical integration Business modularity Cultural journey Solid core Flexible boundary Technology affordances Opportunity discovery Business process management Cloud services IT value
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