Sitecore Experience Awards
Coates Hire
SEA category: Most sophisticated implementation
Project brief
A switch from bricks and mortar to digital transactions and improved hire services and functionality have enabled Coates Hire to cut costs, expand customer base and deliver ROI.
About
Coates Hire
Construction
Products
Salesforce
XP
Connectors
Content Hub DAM
XM
Content Hub Operations
Content Hub
CHALLENGE
Drive the “Customer Connect” digital transformation strategy
- Exceed customer expectations, increase competitiveness, reduce cost to serve
- Meet changing construction industry needs for anytime, last-minute equipment
- Deliver new/upgraded services: Hire Now, internal My Sales, RIIOT (Rental Industrial Internet of Things), MyCoatesHire
SOLUTION
Solutions used
- Content Hub
- Content Marketing Platform (CMP)
- Digital Asset Management (DAM)
- Marketing Resource Management (MRM)
- Sitecore Experience Platform (XP 9.2)
- Sitecore Experience Database (xDB)
- Sitecore JavaScript Services (JSS)
- Sitecore Experience Manager (XM)
- Sitecore Experience Commerce (XC)
- Sitecore Services
- Integrations include:
- Microsoft Azure
- ERP, CRM, PIM
OUTCOME
Created a single platform for B2B, B2E and B2C consisting of web, apps, portals and IoT
- Transitioned from entirely in-store/phone transactions to a digital business
- Helped expand channels from B2B to B2B2C
- Enabled customers to complete projects faster with national, 24/7 “Hire Now” app
- “Hire Now” delivered average 65% month-over-month increase in online revenue
- Improved equipment utilization with IoT app
- IoT helped a customer cut costs by 10%, agree to a new 3+-year contract, raise terms 6%
- Delivered more app functionality (pricing, payment) exceeding customer expectation
The ROI is two-fold. Our cost-to-serve is greatly decreasing, as the booking process is significantly more efficient, lowering dependency on customer service centers to process bookings. Secondly, we’re opening ourselves up as a 24/7 online store.