Case Study Overview
By adopting Sitecore’s composable architecture, electrical product manufacturer and distributor NHP enhances personalization, streamlines marketing operations, and optimizes customer experiences while boosting business growth.
With a diverse set of customers, electrical products manufacturer NHP wanted to tailor website content to better meet their needs. By adopting Sitecore’s modular solutions, including Sitecore XM Cloud, Sitecore CDP, and Sitecore Personalize, NHP can now easily update content with reusable individual components as well as run targeted campaigns for different customer groups. The solutions offer insights into online customer behavior, allowing the company to bridge marketing and sales, boost ROI and scalability, and improve customer engagement, while helping increase adaptability and future-proof operational efficiency.
Challenge: Marketing to a diverse customer base
NHP manufactures and distributes electrical and automation products across multiple sectors, serving a diverse customer base that includes switchboard builders, contractors, wholesalers, OEMs, and system integrators.
With such a wide range of customers, understanding their unique needs and building strong brand loyalty can be challenging. To enhance customer engagement, NHP sought to deliver personalized experiences and tailored content to better serve its customers.
To meet these goals, NHP needed a solution that would allow its digital marketers to easily update, manage, and optimize website content without relying on developers for every change. By empowering their team with greater flexibility, NHP could more effectively address the diverse needs of its customers, improve the business capabilities and workflows of internal teams, and strengthen relationships.
Solution: Personalized online experiences that align with user needs
NHP embraced the benefits of composable architecture with Sitecore, working with the Sitecore360 team to build a strategic roadmap. This included migrating from the monolithic architecture of Sitecore Experience Commerce (XC) to Sitecore XM Cloud for content management, Sitecore CDP to unify customer data, and Sitecore Personalize to deliver tailored content. The company is also transitioning from Sitecore Discover to Sitecore Search for more powerful global search functions and plans to integrate Sitecore OrderCloud by late 2025 to create a seamless purchasing experience.
With Sitecore Personalize, NHP can customize online experiences, using independent components to show the right content to the right customer at the right time. This allows NHP to run targeted campaigns for different audiences simultaneously. With Sitecore CDP, NHP can also capture insights into the data flow of online customer behaviour, such as an interest in a new product, and pass them on to sales reps to help them start meaningful conversations.
New features have also been added to the website to improve the customer experience and provide the building blocks that power valuable use cases. For example, NHP’s price and availability tool allows customers to create a bill of materials and track made-to-order items in real-time. This transparency reduces sales team inquiries, allowing them to focus on delivering greater value.
Outcome: More targeted campaigns boost customer experiences
With Sitecore solutions, NHP is transforming customer experiences and boosting marketing success. “Sitecore tools give us valuable insights into what’s working and what’s not on the website, enabling data-driven decisions that increase our success rates,” said Allen Rigby, Product Owner, Digital Customer Experience at NHP. “Marketing teams can update content quickly without developer help, so they can drive more targeted campaigns with a faster time-to-market. This results in better customer experiences and higher ROI.”
Sitecore also helps bridge the gap between marketing and sales by providing deep insights into online customer behavior. And by enhancing search capabilities, NHP is providing customers with the ability to find the information and products they need more easily. With composable, cloud-based solutions, NHP has gained greater agility while freeing up time previously spent on upgrades and maintenance.
- 24% increase in ecommerce revenues in last financial year
- 1.5M product searches
- 2,000 customer visits per day
- 9,000 active registered users
What they said:
“By leveraging Sitecore’s composable solutions, we’re creating personalized, frictionless experiences that boost customer satisfaction and business growth, while increasing operational efficiency.” -Robbie Attard | IT Manager | NHP
Case Study Snapshot
Region
Australia & New Zealand
Industry
Industrial & Construction
Technology
Services
AI, Automation, Cloud Enablement, Content Marketing
Images
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