How a Leading Electrical Installation Group is Leveraging Digital Identities to Scale
A leading supplier of solutions and services for electrical installations in residential, commercial, and industrial buildings, with a large portfolio of brands, performed historically well wholesaling to electricians. However, to meet its aggressive business goals, its management team embarked on a two-year digital transformation into a services-focused manufacturer.
The company underwent digital transformation, which involved implementing the infrastructure needed to turn itself into a service provider for product end users.
Here are some key highlights for digitally transforming a B2B or supplier-only business:
Building Customer Relationships
As mentioned, the manufacturer had little to no relationship with its end users so it needed to build its customer experience from the ground up. The company chose to unify its multiple products and brands at the service level to create a "customer usage centric" solution. It created a services website, built single sign-on and user dashboards for all of its brands, and hired a customer support team. Now, the company has greater visibility into and connection with its customers' journeys.
The Influence of Big Data
The Internet of Things (IoT) played an influential role in the company's digital transformation journey as it started to manufacture smart systems for residential and commercial properties. Now, the service arm of the company can provide the connectivity required by these smart objects and create a revenue stream using the data to build service offerings. To accomplish this, the company needed to equip itself with the infrastructure to effectively collect, manage and leverage its customers' data
Ensuring Data Security
Data security is critical for any business, but it is especially forefront for those impacted by stringent data privacy regulations, such as General Data Protection Regulation (GDPR). Regulation compliance was mandatory, and as a good service provider, security was also critical. Given the importance of data privacy and regulation discrepancies between countries and regions around the world, the company made the strategic decision to outsource its customer data management so it could focus on scaling the business.
How Akamai Identity Cloud Helped
Akamai Identity Cloud played a central role to enable the creation of a unified sign on and user dashboard experience across its brands. On the backend, the company utilized Identity Cloudto enjoy richer customer profiles for enhanced customer experience and business intelligence. Identity Cloud is built to scale, so as the company grows its services business, it can count on storage for its customer identity data. And the Akamai platform is inherently compliant with data privacy regulations.