Komatsu wanted to streamline the parts and delivery process for customers and integrate backend systems to make the process more efficient.
Purchasing parts was complex and technical. Portal had to effectively integrate into Microsoft Dynamics.
A user-experience driven project - scoped out project to build the portal, designed journeys for end users with extensive search functionality.
Portal searchability improved for customers - it's 90% faster for customers, dramatically improving their experience.
Empired provided a robust solution
Komatsu Australia elected to work with Empired to investigate the options and scope out a project to build a portal. This included designing journeys for end users so the team could deeply understand the customer experience of buying parts. For example, some machine owners would need to browse through parts until finding the one they required, while parts managers in larger organisations may have a list of parts they regularly need.
The first set of owners needed an intuitive search function while the second set needed to be able to enter the part numbers to place their orders.
Empired, Komatsu Australia, and Sitecore (the eCommerce solution provider) worked collaboratively as a team to build
Todd Connolly, General Manager, Construction Solutions, Komatsu Australia Pty Ltd, said, “The solution selection process came down to which solution could most effectively integrate into Microsoft Dynamics, which was our existing enterprise resource planning (ERP) solution. Sitecore was flexible and provided a robust, integrated solution. Komatsu Australia chose Empired because the team had experience with Sitecore and Microsoft, and because it understood that this needed to be a user experience-driven project, not an IT-driven project. Empired understood Komatsu Australia’s vision and consistently delivered accordingly.”
“Running an agile framework with sprints was unfamiliar for Komatsu Australia, however Empired was very experienced and coached the Komatsu Australia team. As part of that, we had our team trained and certified in agile. With Empired staff based in head office throughout the build and all the way to deployment, we were in good hands.”
— Todd Connolly, General Manager – Construction Solutions Komatsu Australia Pty Ltd