Global
Case Study
A Leading Provider of Industrial Infrastructure Unifies Customer Experience Across Digital Commerce Ecosystems to Drive Up Sales
The solution delivers a unified customer experience across ecommerce, account management, and telemetry dashboards.
Overview
The client is a leading industrial equipment manufacturer. Underpinning the client’s growth has been acquisitions in related and competing products, new product development (within the Salesforce ecosystem), and a new vision of the arc of the customer experience across all those parts.
Challenge
Despite market leadership in one slice of their vertical, the client wanted to expand market share and increase service orders by capturing the larger digital ecosystem in one unified experience.
Solution
Ness enabled an end-to-end experience that the client’s customers perceive as one cohesive journey aligned with the flagship brand while sharing strategically important inventory and telemetry data across the infrastructure management workflow.
Result
The data-sharing CX opportunities between the e-commerce experience and the maintenance, account management, and telemetry dashboards unified the customer experience leading to a 20% increase in service part and warranty sales in the first quarter of deployment.
