Elevated Expectations, Higher Conversion Rates

For Liftmaster, established a product strategy vision and a new commerce platform direction and integrated hybris with SAP to redefine the customer experience. 

The challenge

LiftMaster had outgrown its legacy, in-house developed .NET dealer portal solution and they looked to replace it with a system that would provide enhanced functionality to keep pace with increasingly savvy customers, more easily manage customer and product data, and expand their growing e-commerce business.

As LiftMaster defined their challenges and objectives, Hybris emerged as the best platform for LiftMaster's many desires for sales, distribution, and commerce management.  Additional Hybris solutions selected include Data Hub, the B2B Accelerator Storefront, and Commerce, which seamlessly integrated with the company's pre-existing SAP ERP application.

Business executives also wanted a redesigned product configurator to provide customers with the online ability to order custom-engineered solutions. In addition to migrating from the legacy system to Hybris, ICF Olson was called on to wholly integrate Hybris with SAP for product, customer, and pricing master data.

The Results

In early 2015, only 13% of business was done in the online channel, and since launching, LiftMaster has reached the 20% mark. The new solution has made LiftMaster's entire product catalog more accessible and searchable to customers, which has lead to an increase in average order value by 10%, which also includes customers buying a larger variety of products.  Average daily sales have increased by 2%.

Professional customers are now able to manage administrative rights on the dealer portal, granting access to view pricing or place orders, to a greater amount of customers with a company.  Overall, the upgrades made by LiftMaster and implemented by ICF Olson encourage customers toward the type of self-service they're demanding - by offering them more ways to interact with the company and products on their own terms.

UX & Digital Strategy

(Example: Conceptual Service Tools - Wires & Rapid Prototyping)

Design Scenario: Troubleshooting

Service Technicians & Installers use the mobile DE to successfully resolve end user service encounters.