A better digital experience starts with understanding the customer journey.
For James Hardie, that meant taking a fresh look at how dealers use HardieLink and where the experience could be improved.
Hear from Edina Zukic at James Hardie on the work behind the experience and what changed along the way.
Transcript:
0:09 – Being homeowner-focused and customer and contractor-driven gives us a strong opportunity to support the needs of our dealers and distributors.
00:19 – So, for Hardie Link specifically, that means making the portal as easy to use as possible. We had provided Smith with our roadmap. They looked at, okay, what is it that works in the current phase, and then what do we want to be going towards the future?
00:39 – So, when we first initially rolled out our portal, we had gathered a lot of information from our customers. We wanted to understand what do they need, what do they want, and what were their priorities.
0:50 – We were on a homegrown system and obviously it was not scalable. We heard our customers. They wanted a platform that was more modern, easy to use, not only adaptable, but also information was easily accessible and updated.
01:07 – One of the things that we constantly do on a regular basis is through our customer service surveys, we ask our customers, “Is it easy to find the information that you need within the portal?” That score has increased by 14% as a result of the Dealer Journey work driven by the enhancements that we made through it, and those improvements were on the homepage and our order history, the product landing pages, navigation, and overall page performance.
01:34 – That has been tremendous because of the fact that Smith came in and then with the work that was done with the Dealer Journey, we were able to make those improvements and as a result, we got recognized by the American Business Awards. It was truly a transformational project and still ongoing.