By Ashley Adelman | Posted on April 04, 2018
Hager Group is a leading supplier of solutions and services for electrical installations in residential, commercial and industrial buildings. With a large portfolio of brands, the company has 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.
In this 25-minute video, Martin Kaiser, Directeur Division des Services from Hager Group, describes the company’s 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:
As mentioned, Hager 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 what Martin refers to as 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, Hager now has greater visibility into and connection with its customers’ journeys.
The Internet of Things (IoT) played an influential role in Hager’s digital transformation journey as it started to manufacture smart systems for residential and commercial properties, such as security systems, smoke detectors, electric car charging stations and more. 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 — as Martin puts it, “If you are responsible for electrical infrastructure, you become responsible for data infrastructure.”
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). As a German company, regulation compliance is mandatory, and as a good service provider, security is critical. Given the importance of data privacy and regulation discrepancies between countries and regions, Hager made the strategic decision to outsource its customer data management so it could focus on scaling the business.
It’s no surprise that the vendor Hager selected for customer data management is Janrain. For each of the highlights listed above, Janrain played a central role. Hager used the Janrain Identity Cloud to create a unified sign on and user dashboard experience across its brands. On the backend, Hagar employed Janrain to enjoy richer customer profiles for enhanced customer experience and business intelligence. The Janrain solution is built to scale, so as Hager grows its services business it can count on storage for its customer identity data. And our platform is inherently compliant with data privacy regulations. Martin says in the video, “Regulation changes from one day to the other, let’s do this with a trusted partner who does this in many, many countries so we don’t need to reinvent it each time we go to a new market.”
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