Daikin | Europe | Austria | Retail | Digital Infrastructure
How Daikin uses the cloud to strengthen customer
loyalty and retention
‘To understand and react to our customers’ needs better
At a glance
is a top priority for us. We needed optimal support with
Which services?
an innovative network and analytics solution.’
• Consulting, Professional, Daniel Kobelt, Digital Transformation Manager, Daikin Central Europe
and Support Services
Which technologies?
Cisco Meraki cloud services with the Why Daikin needed to reach How Daikin leveraged What Daikin learned from
following components: their customers directly location analytics their location data
• MX Security Appliance
• MS Switch Platform As one of the world’s leading suppliers of air By using Cisco Meraki’s location analytics, The cloud-based solution that Daikin
• MR Wireless Access Points conditioning Daikin needed a forum to speak Daikin are able to strengthen customer deployed allowed them to better understand
• Cloud-based solution for the retail directly to their customers and showcase retention and loyalty. In addition, the their customers and implement a service that
sector their products, allowing them to experience system is able to deliver security and data gives them control of their environment from
• Secure guest WLAN what Daikin’s air conditioning or heating protection, both of which are a top priority. their smart device.
• Cloud-management of allocations
devices would look like in their own homes.
worldwide
• Auto VPN (site-to-site)
• Client VPN
• Central reporting Read more Read more Read more
Which partners?
• Cisco Meraki
Disclaimer: The work described in this case study was performed while the company was known as Dimension Data.
Case study
‘With the location analytics from our new network solution, we are able to gather
anonymized statistical data from our customers. This way, we can optimally cater
to their needs and offer a more comprehensive service.’
Carl Lievens, Managing Director, Daikin Central Europe
Why Daikin needed to reach their How Daikin leveraged location analytics What Daikin learned from their
customers directly location data
By using Cisco Meraki’s location analytics, Daikin is
able to strengthen customer retention and loyalty. In
As one of the world’s leading suppliers of air The cloud-based solution that Daikin deployed
addition, the system is able to deliver security and data
conditioning Daikin needed a forum to speak directly allowed them to better understand their customers
protection, both of which are a top priority.
to their customers and showcase their products, and implement a service that gives them control of
allowing them to experience what Daikin’s air ‘The ability to analyze location data helps us ascertain their environment from their smart device.
conditioning or heating devices would look like in their customer numbers, as well as monitor the customers’
In order to address customers’ needs, Daikin offers an app
own homes. behaviour in the store. We can use this information to
that customers can use to control their heating and air
improve product placement,’ explains Daniel Kobelt, Digital
With about 67,000 employees and locations in 145 countries, conditioning from their smartphone or tablet.
Transformation Manager at Daikin Central Europe.
Daikin is a leading manufacturer and supplier of heating, In their flagship store in Vienna they use the Meraki location
ventilation and air conditioning systems, heat pumps, and The Meraki dashboard allows Daikin to evaluate anonymized
heat map to identify the most heavily frequented areas in
refrigeration technology. statistical data on the duration of the time each customer
the store and target marketing information to those areas.
spends in the store, and this information is used to optimize
As part of its efforts to interact more closely with their In addition, they are able to integrate footage from their
workforce deployment.
customers Daikin Austria opened their first flagship store security cameras to monitor directly the flow of
in Central Europe in Vienna. The cloud-based solution allows them to gather
people around the store.
comprehensive statistical data on both new and returning
The new flagship store was opened in response to the
customers. This data is fully accessible through the
growing demand for professional air conditioning in
private apartments and houses, and the need for
integration of the solution with their existing CRM and loyalty Technology accelerates digital business
programs and is used to drive customer retention.
associated services. The analytics component of the new cloud-based
Alongside providing information to customers, a key pillar wireless network helps Daikin better understand the
for the store is providing the opportunity for customers to needs of customers and use marketing strategies to
experience and test heating and air conditioning devices. address them in a more goal-oriented way. This is a
great way to minimize wasted resources, reduce costs,
This is made possible with the touch-and-feel concept that and drive the purchasing decision.
was built into the design of the store. Making this work
required that the wireless network connecting all the parts
of the store was intelligent enough to adapt to the specific
needs of the users.
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