Eschweiler, October 2025 – Over the next three years, WilTec Wildanger Technik GmbH will invest around €750,000 to expand and digitize its customer service. The centerpiece is the roll‑out of the global service platform Zendesk, scheduled to go live in November 2025. The aim is to meet rising e‑commerce standards with a modern, scalable and solution‑oriented communications hub.
A step into the future of customer service
E‑commerce has reshaped expectations for speed, availability and resolution quality. For WilTec, which handles thousands of requests from across Europe every day, it became clear: at this scale, a traditional setup reaches its limits.
“We’re not investing in software, we’re investing in trust,” says Bernd Wildanger, Managing Partner of WilTec Wildanger Technik GmbH. “Fast, reliable communication is as decisive as the product itself. Our customers expect transparency, competence and empathy – and that’s exactly what we want to guarantee at scale.”
Zendesk as the central service platform
Zendesk is one of the world’s leading customer experience solutions for retail and e‑commerce. The platform connects all channels – email, chat and social – in one place. Requests are detected, prioritized and routed to the right agent. With smart automation, AI‑assisted reply suggestions and self‑service, standard inquiries can be resolved much faster.
Laura Henn, Head of Customer Service at WilTec, explains: “Customer conversations have become complex. Zendesk brings order and transparency. Our team can focus more on individual advice instead of repetitive tasks.”
Important: AI is a speed‑up, not a human replacement. We use AI to draft replies, surface knowledge and automate steps – while tone, decisions and accountability remain with people.
Service quality as a competitive edge
WilTec is aligning its service with rising KPI requirements in online retail – shorter response times and measurable satisfaction (CSAT). With Zendesk, key metrics such as First Response Time and Resolution Time will be tracked automatically and improved continuously.
Beyond that, WilTec will manage performance on further industry‑standard indicators: higher First‑Contact‑Resolution, better SLA compliance, growing self‑service usage/deflection, lower cost per contact and, optionally, an extended feedback model with NPS. The goal is a balanced cockpit that combines speed, quality and cost efficiency.
“We won’t benchmark against minimums but against expectations,” says Wildanger. “If a customer receives a qualified answer within minutes, it builds trust in our brand. Service is not a duty – it’s part of the brand experience.”
Investing in people and processes
The transition to Zendesk is more than an IT project. WilTec is running structured training and process design in parallel. New roles – e.g., in Customer Experience Management – will help steer quality based on data and improve it measurably.
“The system is a tool, but people are decisive,” Henn adds. “We set up structures that help colleagues respond faster, be better informed and feel more confident.”
Looking ahead: go‑live in November 2025
Go‑live is planned for November 2025. Early implementation already shows significant acceleration: average response times are halved, internal back‑and‑forth is reduced and customer satisfaction increases measurably. Pilot data indicates time savings of over 30% in daily handling.
For WilTec, this is another milestone in its digital strategy. After investing in logistics, IT security and product data, the company is deliberately strengthening direct customer dialogue – a core of the brand’s identity.
About WilTec Wildanger Technik GmbH
Founded in 2001 and headquartered in Eschweiler (Germany), WilTec Wildanger Technik GmbH is one of the leading online retailers for home, garden, workshop and pet supplies. With a portfolio of more than 6,000 products – including own brands such as WilTec, XPOTool, Naturewater and Instarter – the company serves customers across Europe. WilTec stands for quality, reliability and a family‑like culture, with the vision of making technology accessible to everyone.
Press contact:
WilTec Wildanger Technik GmbH
Wilhelm-Lexis-Straße 8, 52249 Eschweiler, Germany
E-mail: presse@wiltec.de
www.wiltec.de