Self-service e-commerce for the aftermarket
To modernize its e-commerce channel, ESG deployed Intershop Commerce and CDS Partable for integrated self-service e-commerce, including 2D exploded view images and interactive 3D models to find and select the right replacement parts.
Environmental Solutions Group (ESG), a division of Dover Corporation, provides the latest innovations in equipment for the waste collection industry. Its offerings include leading brands such as Heil® garbage trucks. ESG's success is measured by its customers' ability to keep their equipment in service, which hinges on ensuring ready access to and availability of replacement parts. Its customers, dealers and technicians, are very familiar with the equipment, but the previous order process slowed down order deliveries, caused errors, and extended equipment downtime, while also taking time away from sales and service staff. ESG deployed Intershop Commerce and CDS Partable. The new solution is designed for novice and experienced users and provides several advantages for ESG and its customers.
Headquartered in Chattanooga, Tennessee, Environmental Solutions Group's offerings include leading brands such as Heil® garbage truck bodies, Marathon® trash compactors and recycling balers, Bayne Thinline® lifters and Carutto-Can® automated front loader equipment. The company serves large enterprise customers like Waste Management and Republic Services directly as well as approximately one hundred smaller customers in the waste management and recycling business through its dealer network.
Read more900 %
increase in online self-service orders
+ 95 %
customer approval ratings
696 %
higher online revenues
- Streamlining a slow, error-prone manual aftermarket order process to minimize equipment downtime and revenue loss.
- Ensuring ready access and availability of replacement parts.
- Reducing the number of inbound calls to source the right spare parts.
- The company implemented Intershop Commerce and CDS Partable for integrated self-service e-commerce ordering, including 2D exploded view images and interactive 3D models to find and select the right spare parts.
- Simplified catalog management makes it easier for ESG's staff to set up and manage replacement part search and ensures users can quickly find and purchase the parts on their own.
- Specialized searches including serial number, product version, order-based search, and more.
- Seamless integration with ERP.
- Higher visibility into customer ordering trends for ESG's dealers.
"We can look more closely at patterns from our customers and how they order. Being able to provide our dealers with recommended stocking lists based on the latest historical order data helps them improve their fulfillment capabilities and keep customers' equipment running."
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