Sitecore Experience Awards

Coates

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

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.

John Hayes

Digital Marketing Manager

Coates Hire

SWITCH

SWITCH

Your Digital Future. Accelerated.