Hubbard-Hall has completed the first phase of a three-year Digital Initiative Strategy. This phase focuses on creating a more engaging user experience, with use of Web Chat and On-Demand Portal technologies.
Powered by Intercom, Web Chat provides website visitors the opportunity for quick engagement and offers answers to frequently asked questions. The chat feature on www.hubbardhall.com allows access to the resource library, order status and engagement with the Customer Service and Technical teams. There is a dedicated staff for Web Chat which is fully trained and ready to respond during normal business hours (8AM to 5PM EST).
The On-Demand Portal, powered through Datacor, allows customers the opportunity to place orders, view invoices, track shipments and retrieve documents. This increases internal efficiency and provides customers a platform for immediate engagement. The portal currently has over 200 active customer logins and is expected to continue to grow rapidly.
“I am excited to bring these platforms to our customers and offer next generation customer service,” says Carter Burningham, Director of Supply Chain. “Our website visitors can now interact with us in real time for issue resolution, product information, or technical guidance. Additionally, it allows Hubbard-Hall to develop our Artificial Intelligence (AI) Technology for our ultimate goal of being the driver of innovation in the metal finishing industry.”
The next phase of the Digital Strategy includes order process optimization to simplify the order process and improve turn-around times for order confirmation as well as customer systems collaboration for Vendor Managed Inventory (VMI).
September 30, 2020