A Leading Provider of Industrial Infrastructure Unifies CX to Drive Up Sales​

Case Study

A Leading Provider of Industrial Infrastructure Unifies CX 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.​

Challenge

The client wanted to extend their market share through the cross-selling of product and service opportunities. Their goal was to unify the customer experience journey across multiple platforms. ​

Solution

The Ness team started by creating a customer journey map and captured the digital touchpoints and interactions at each stage. The team designed a new UI to bring together the e-commerce journey and inventory and telemetry data to provide the end-user with a seamless and unified experience.​

Result

The client experienced a 20% increase in service part and warranty sales and a unified end-user experience.​

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