HOLTERAI Potential Analysis

HOLTER is an Austrian sanitary and heating wholesaler that has been helping people feel completely at home since 1873. The company focuses on bespoke solutions and high-quality services – from the first inspiration and personal consultation through to comprehensive planning for the entire home. To meet the high expectations of customers and trade partners and to continuously optimise internal processes, HOLTER engages intensively with innovative digital solutions and AI.

To initiate the AI transformation, the HOLTER team – for whom we had already developed a comprehensive B2X platform – approached us with a clear objective: to identify and prioritise strategic applications for artificial intelligence as part of a multi-stage AI potential analysis, and to derive a well-founded AI roadmap.

The AI potential analysis was structured into four sequential stages: identifying potentials, evaluating them, refining them and assessing their feasibility.

In the first step, the operational and strategic challenges faced by various users and stakeholders were analysed in depth. Alongside the management team, a predefined representative – a so-called 'Process Owner' – from each department took part. The focus was clearly on the company's core processes: logistics, procurement, consulting, knowledge management, sales and marketing.

In the next step, we asked ourselves how the identified challenges could be addressed. An AI-based solution was not a prerequisite: alternative digitalisation measures – such as the digital capture of consultation conversations – or organisational adjustments to existing workflows were equally considered. The resulting list of potential solutions was then cross-referenced against use case and technology maps, which enabled additional solution ideas and AI applications to be identified.

Building on this, the scale of the problem, the expected added value of each solution, and the measurability of that value were systematically captured on the basis of the Six Sigma framework (further details on the framework can be found in our whitepaper). This step was crucial in determining which potentials would be pursued further: only solutions with demonstrably high added value were worked out in detail and underpinned with concrete solution concepts.

The solution concepts were developed using a structured potential profile, which included a well-founded risk assessment. In addition, the solutions were classified in technological terms, and a robust feasibility assessment provided on the basis of studies, expertise and practical experience.

As part of the potential analysis, we identified more than 50 potentials across logistics, procurement, sales, marketing, consulting, and knowledge management. The insights gained were summarised concisely and translated into clear recommendations with concrete next steps.

The process spanned several weeks. The structured approach prevented us from slipping into blind activism and ensured that the identified AI solutions were conceived in a goal-oriented, cross-departmental, and practical manner.

The range of potentials developed was impressive: it spanned from GenAI-supported consultation assistance in the HOLTER bathroom showrooms, to 'Document AI' for the intelligent querying, summarising, and processing of documents in natural language, through to AI-powered recommender systems – for instance, for generating next-best-action recommendations in customer service or targeted upselling suggestions in sales.

HOLTER is regarded as a market leader and industry pioneer in many areas of its sector. Together, we are ensuring that the company maintains this leading position in the field of innovation as well.

The comprehensive AI potential analysis provided HOLTER with a solid foundation for future AI initiatives and sparked genuine enthusiasm among the participants for the possibilities of artificial intelligence. We are delighted with the excellent results and look forward to the implementation phase – first and foremost the joint development of an AI-powered consulting cockpit, which will sustainably enhance both the quality and efficiency of customer consultations.

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