Even with 1,500 employees and more than 15,700,000 customers, Musikhaus Thomann is still an independent family-owned company. The shared passion for music is what connects them, and it characterizes the way they do things.
Getting their customers the best products for the best price is one of their key strengths, and service is no less important. They want you to get the most for your money, and therefore they have devised their own credo: Added Value. For instance, they have been offering a general 30-Day Money-Back Guarantee since 1995 – long before the EU came up with the directive on mail order purchases. On top of that, in 2005 Musikhaus Thomann decided to offer an extended warranty period of three years – out of their own pocket! Happy customers make them happy in turn, and they appreciate the family atmosphere that prevails in their shop.
Musikhaus Thomann has never been into outsourcing – they like having everyone close at hand, and this is why they quickly took the decision that their future call centers would have to be – like everything else – in Treppendorf. At the moment, 250 agents are processing orders, enquiries and service issues in over 19 languages!
On the strength of a growing number of installation projects, the company decided to found a separate department for sound installations and projects. Their Audio Professional department takes care of installations in theatres, town halls, museums, clubs, etc.
In 2008, the time had come for the company to completely reorganise their internet infrastructure. Besides re-vamping and modernising their website, they built two new computer centres, containing 160 of their own servers, which enable them to meet the demands of more than 2 million European customers.
In 2013, after three years of planning and construction, the world’s largest service centre for musical instruments and equipment opened in Treppendorf. Treppendorf, located in over 5,000m2 of state-of-the-art workshops and testing facilities, and including a large spare parts warehouse, and their own amphitheatre for training sessions and workshops.
The “brand eins” business journal devoted the title story of its April 2015 issue to Musikhaus Thomann. That company portrait was commissioned on the occasion of the release of “Success Factors in E-Commerce”, a study of e-commerce, which named them the best online store based on customer surveys. The company achieved top rating in several individual categories, such as website design, service, and delivery.