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Coates Hire wins digital customer experience award

Coates Hire’s customer-facing digital platforms have scooped an award at Sitecore’s Ultimate Experience Awards. The awards, announced yesterday at the virtual 2020 Sitecore Symposium, recognise organisations around the world whose digital transformations have elevated the customer experience.

Coates Hire was one of five global winners to be recognised for our work in deploying Sitecore’s digital experience software to create a seamless customer experience with complete B2B functionality.

Together with our partner Switch, Coates Hire won the “Most Sophisticated Implementation” award for the swift execution of our Rental Industrial Internet of Things (RIIOT) platform – called My Coates Hire – and our Hire Now e-commerce platform, which have improved hire services and functionality for our customers.

Initially launched as part of our long-running digital transformation strategy, Hire Now went live in just 12 weeks in May last year. The app makes it simple and easy to book equipment online for collection from one of more than 150 branches across the country or for delivery to your site. 

Now available 24/7, the app has radically improved the online experience by ensuring you can access Australia’s largest fleet of equipment anytime, anywhere. Ninety-one per cent of customers now use the click and collect app functionality.

Meanwhile, our new ‘My Coates Hire’ portal provides valuable equipment telemetry data through an easily accessible dashboard. It allows you to identify underutilised or redundant equipment and provides information on equipment that could be off-hired early or replaced with a machine already on hire, thus saving you money.

The portal also provides you with a total view of your current and previous hires, invoices and staff across all of your sites. 

“It’s a tremendous honour to see the implementation of the Sitecore platform and our new ‘Hire Now’ app globally recognised,” said Kirsty McKay, Group Manager of Program Delivery and Digital Transformation at Coates Hire.

Coates Hire first implemented Sitecore in 2015 as a customer portal to help with equipment management on project sites.

“However, as technology demands shifted rapidly, our strategy evolved and it became clear that we needed to leverage all of the capabilities of the Sitecore platform to deliver optimised value and a rich digital experience for our customers,” Kirsty added.

Hire Now from Australia's largest equipment fleet, or Contact Us to learn more about My Coates Hire.

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