Würth: the success story

Monica Graziadei
Head of Treasury – AML Officer
Würth Italia

How long has Würth been operating in the Italian market, and what are its current figures in Italy?

Würth Italia Srl has been active in the market since 1963. Over the years, we have built a strong reputation and today we are a trusted partner for more than 300,000 professionals in the automotive, crafts, construction and industrial sectors. We currently operate two logistics centres: our main centre in Egna, South Tyrol, which is also our registered office, and another in Capena, north of Rome.

With more than 300 branches throughout Italy and new retail concepts, both online and offline, we are committed to bringing Würth ever closer to our customers. We also have a team of more than 4,000 employees, including approximately 2,500 sales technicians who are ready to provide continuous support based on their expertise and professional knowledge. 

When was Würth Italia’s e-commerce platform launched, and how is the online channel used?

1996 was a crucial year for us, as we launched the WOS platform (Würth Online Service) and opened our first e-shop. In 2015, we also introduced the Wuerth APP and the Click & Collect service. Today, our online shop is not simply a traditional e-commerce platform. It offers advanced features designed specifically for tradespeople and industrial companies.

Professionals can access a catalogue of more than 130,000 products, check product availability, create order templates and manage cost centres, all within a user-friendly environment. The Click & Collect service allows customers to order online and collect their products from one of our more than 250 branches in Italy in as little as 60 minutes. 

It is clear that digitalisation is a priority for Würth. How does the quality of the online payment experience affect customer loyalty in your sector?

At Würth, the digitalisation of our processes is undoubtedly a strategic priority, particularly when it comes to payments, which represent a sensitive and decisive stage in the purchasing journey.

Over time, we have successfully digitalised approximately 90% of our payments, especially those that were previously handled through cheques and cash. In our sector, payment is often overlooked. However, particularly in a B2B context, the payment experience has a significant impact on the trust between customers and suppliers, as well as on companies’ reputations.

To meet our customers’ constantly evolving needs, we have focused on offering a wide range of payment options. This has not only made the purchasing process simpler and more convenient, but has also helped to increase customer loyalty.
Every payment method we make available is carefully selected, with particular attention paid to transaction security, the reliability of the solutions and ease of use.

We believe that an efficient and secure payment process can make a real difference, strengthening customer trust and consolidating our reputation as a reliable partner. Choosing Würth means not only gaining access to quality products, but also benefiting from a safe and seamless purchasing experience.

MyBank is one of your collection methods. How do you use the solution, and what results have you achieved?

At present, we mainly use MyBank through its Pay-by-Link service, a highly flexible solution that allows us to collect payments online via a payment link sent to customers by email or SMS. This tool is a complementary collection channel to the traditional checkout on our e-shop, and it has successfully adapted to a range of sales and payment collection needs within Würth.

Thanks to MyBank’s Pay-by-Link service, we can collect payments immediately, overcoming the limits imposed by traditional tools such as credit card spending limits. We use MyBank particularly effectively for medium-to-high-value payments, when customers are unable or unwilling to use a credit card, and when collecting deposits on high-value orders. The solution also helps us minimise credit risk and is particularly effective when collecting overdue invoices. MyBank has also proved to be a valuable ally when sending payment reminders, providing immediate certainty that the payment has been received.

Once the payment link has been sent, customers simply click on it and select their bank. They are then redirected directly to their online banking service, where they log in using their usual credentials.

After logging in, the customer sees a pre-filled bank transfer and can approve the irrevocable transaction with a single click, without having to enter any data manually. This payment method makes the experience considerably easier for Würth customers, enabling immediate and seamless transactions.

Thanks to MyBank, we can rely not only on immediate confirmation that funds have been credited and faster payment processes, but also on simplified back-office activities, made possible by 100% automatic reconciliation.

In conclusion, why does MyBank represent an opportunity that other companies in your sector should consider?

In the hardware and DIY sector, the integration of the physical and digital worlds, known as “phygital”, is becoming increasingly important. Würth is a pioneer in this area, and the growing interest among Italian companies in online sales and omnichannel strategies further highlights its importance.

In this context, there is a need for more efficient and flexible payment collection methods that can meet the specific requirements of B2B businesses.
MyBank is a strategic solution thanks to its ability to process irrevocable transactions and provide immediate certainty of payment, both through e-commerce and payment links. It can also be easily adapted to different sales contexts.

All of this is supported by the significant advantage of 100% automatic reconciliation. This simplifies the process of comparing bank transactions with accounting records, allowing companies to devote more time to strategic activities.
This feature of MyBank contributes to greater accuracy in account management and enables businesses to monitor their finances in real time, thereby optimising cash-flow management and financial planning.

Based on our experience at Würth, we can only encourage companies in our sector to explore the opportunities MyBank can offer to make their payment collection and business processes more efficient, while increasing customer satisfaction and loyalty.