Enhancing Customer Satisfaction and Reducing Costs with IoT: A Case Study on Rubix

Rubix, Europe's largest supplier of industrial maintenance, repair and overhaul (MRO) products and services, faced a significant challenge in improving customer satisfaction and reducing operational costs. The company, with 650 locations across 23 European countries, employs over 8,500 employees and serves more than 220,000 customers. However, the company's annual customer net promoter score (CNPS) survey revealed that customers desired better visibility of their order statuses, including access to shipping URLs, event information, and delivery confirmation. This lack of visibility impacted a significant portion of Rubix's 3,000 customer service staff across Europe, who had to handle delivery inquiries over the phone, requiring further inquiries with carriers and drivers. Furthermore, many of Rubix's customers operate large-scale assembly lines, relying on on-time delivery of critical components daily to ensure efficient operations and high standards of quality.

Rubix is Europe's largest supplier of industrial maintenance, repair and overhaul (MRO) products and services. The company prides itself on making customers’ lives easier and creating value for their businesses with their technical and industry-specific expertise. Rubix is the leading distributor in bearings, transmission and automation, fluid power, machining, assembly, tools and protective equipment. With a presence in 23 European countries through 650 locations, the company employs over 8,500 employees and serves more than 220,000 customers. Some of their top key brands include Brammer, Buck & Hickman, Giner, Julsa, Minetti, Montalpina, Novotech, Orexad, Robod, Schäfer Technik, Syresa, and Zitec.