Customer­Excellence@Dürr

The customer is king.

Satisfied customers are one of a company’s most valuable assets. At Dürr they’re well aware of this and have therefore set themselves the goal of perfecting their customer service.

The task: Simplify the complex.

A new measure implemented by the management will only be effective if the staff get on board. If it’s communicated in a dry and boring way, or in a way that makes it look like a lot of work, people are more likely to switch off. Our task was therefore to get the message across to the Dürr Group’s more than 8,000 employees in a simple and fun way, but also to ensure they were given sufficient information.

The solution: Simplicity hits the mark.

A satisfied customer is a win-win outcome. Getting there isn’t actually that hard, provided everybody works together.

We conveyed this message by beginning with a simple comparison: How does good and bad service feel? The subsequent steps flow out of an understanding of this basic question.

The chances are that everyone has some experience of this. Coupled with a generous helping of tongue-in-cheek, this was a sure-fire way of getting the audience’s attention and making them want to continue watching.

"We opted for Studio Flox because their films stand head and shoulders above the vast majority of explanatory films you otherwise see. We were looking for an innovative solution that would appeal to our employees around the world and explain the project in an entertaining way."

Dr. Angelina Hartnagel - Dürr AG

Making-Of

  • Two-day shoot
  • 1,980 frames
  • 280 working hours in total
  • One frame of the film was used in a poster campaign
  • Produktion: Studio Flox GmbH
  • Konzept: Florian Haßler
  • Regie: Maximilian Zenk
  • DP/Stop Motion: Florian Haßler
  • Set Design: Nica Herrmann
  • Musik und Sounddesign: Timo Leicht
  • Sprecher: Eike Lüchow

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