NHP sparks customer joy with composable solution

At Sitecore Symposium 2024, Robbie Attard, Information Technology Manager, NHP and Allen Rigby, Product Owner, Customer Experience, NHP, hosted a breakout session in which they outlined their company’s vision, challenges, and journey to composable with Sitecore.

Specializing in electrical and automation products, systems, and software, NHP has 22 branches across Australia and New Zealand and an annual revenue of AU$650M.

When the company realized that they were losing influence on their end-to-end customer base, it became apparent that they needed to change tack and adopt a new approach that would help increase speed-to-market, empower their teams to make data-driven decisions, and above all, support a future-proof business strategy.

NHP’s target audiences are diverse and include switchboard builders, electrical contractors, wholesalers, OEMs, system integrators, and more.

Recognizing that different customers want different B2B experiences, NHP needed to provide its 2,000 trading accounts with commercial transparency and the ability to access their own information, while meeting modern consumer expectations of consistency, availability, and frictionless experiences.

FY2024 customer engagement snapshot

How NHP’s site was utilized

The majority of NHP’s users were not visiting the site to complete a transaction, but were focused on product selection, technical specs, documentation, and post-transaction information such as order tracking and estimated delivery dates.

To increase customer engagement, NHP needed a solution that would enable them to get to know customers and key decision-makers better including their behaviors, needs, and preferences.

To achieve this goal and build brand loyalty, the company aimed to leverage tailored content and personalized marketing initiatives.

In addition, they wanted to provide their digital marketers with more freedom and the flexibility to react quickly, while reducing operational friction and the cost to serve.

NHP has trusted Sitecore to power their online presence since 2019, when they embarked on a companywide digital transformation. Illustrating their journey to date with Sitecore, Attard and Rigby shared a timeline of their implementations and milestones.

• November 2019: Initial go-live Version 9.2.
• July 2021: 10.1 upgrade self-service.
• November 2022: New PIM implementation A&P feature.
• December 2023: PIM utilization JSS uplift Discover 1.0.

To ensure they would consistently add business value and achieve their personalization and future-proof goals, NHP worked with Sitecore on a strategic roadmap. Together, they agreed on a composable solution, selecting Sitecore XM Cloud as their CMS, with Sitecore CDP to unify and leverage customer data, and Sitecore Personalize for personalization and testing.

This composable combination of best-of-breed solutions gives NHP the flexibility required to adapt to evolving trends, while delivering business value that can be demonstrated fast with quick wins.

Rounding out the session, Attard and Rigby shared valuable advice for brands and organizations considering a similar move toward composability.

1. Set clear goals

Clearly understand your business needs and how they align to technical delivery and capability.

2. Secure business buy-in

Bring the business on the journey and get buy-in from key stakeholders at the earliest opportunity.

3. Prioritize high-quality data

Success hinges on data integrity – this ensures you have a 360-degree view of your customers.

4. Walk before you can run

Focus on making small, incremental changes and improvements.

5. Prepare your teams for new processes

Expect to change internal ways of working – relevant teams will require training.

6. Test and learn

Adopt early, learn, experiment, and continually improve.

Find out more about how your brand can deliver personalization at scale with composable solutions.