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VIP Customer Experience

Excellent products, solutions and services is what you expect from Hilti.

As a VIP customer you get even more.

AS A VIP CUSTOMER YOU GET EVEN MORE.

We want to wow and engage you with value-adding, world-class services.

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.

VIP CUSTOMERS GET EVEN MORE

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.

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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.

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Express delivery on time, or delivery is FREE!

We’ll meet our express delivery time promise, or your delivery is FREE! Sometimes you ask for more than a standard delivery. You need the goods and you need them now. With express delivery, if we have it in stock, we will deliver on that same day. What’s more, as a VIP Customer, if we don’t meet our express delivery time promise, your delivery charge is free!

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NO ORDERS ON HOLD

You’ll never have an order placed on hold, to keep your projects running smoothly. None of your orders will be placed on hold due to insufficient credit limit, helping you to avoid unnecessary delays and keep your project running smoothly. If there are any overdue invoices, we will proactively call you to resolve it and avoid any unnecessary delays.

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VIP Fast Track

A servicable tool greatly impacts your productivity. As a VIP customer, you don't only get our industry leading tool service. We offer you our VIP Fast Track service: a service we offer to our VIP Customer to pre-approve all the Repair quotations so we can proceed with the repair as soon as the tool arrives in our world-class repair Center in Singapore.

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Innovations First

We believe in the power of community. As a VIP customer, we invite you to join us at exclusive VIP events. Our goal is to foster an environment that grows relationships and allows us to learn from each other. You will also be the first to see some of our latest product, service and software innovations.

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Always from Hilti

MORE DELIVERY OPTIONS

Choose the delivery option you need when you are placing your order.

Hilti offers a range of delivery options to satisfy your needs. Whether you want your delivery today or later during the week, at the office or on the jobsite, we have a solution.

Our delivery options: ・Standard next day delivery
・Express same day delivery
・Click & Collect
・Repair pick-up and delivery

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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.

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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 Pioneer Crescent. 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.

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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 car, full of the latest and greatest products, they can meet you at a location of your choice, at least once a month.

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In-house Customer Services

Calls answered within 20 seconds on average by our Hilti team.

At Hilti, all our customers are greeted by one of our highly-trained Hilti team members, not put through a voice recognition menu or be asked to type your details in.

We commit to answering over 90% of calls within 20 seconds and our knowledgeable team exert best efforts to resolve enquiries on the very first call.

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Access to Hilti Engineers

Our office-based engineering team is never more than a click or call away.

Highly-trained Hilti engineers are available for fast and competent solutions to your design challenges and technical advice.

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.

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Digital engineering tools

Access to a range of webinars, mobile apps, design software and more.

Visit our engineering website - www.hilti.com.sg/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.

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Fair pricing

Peace of mind with fair pricing and consistent across all Hilti channels.

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.

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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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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.

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