Ensuring Caterpillar customers have the right tools and products to do their jobs might be our most important job. As digital has grown, so has the need for our products to become more integrated to deliver a better customer experience. As a result, we’ve made a significant investment in eCommerce web, mobile, and Integrated Procurement (IP) channels to deliver a better and more personalized eCommerce shopping experience.
It’s not just enough to offer eCommerce tools. We are in a unique position as the manufacturer and service provider to develop personalized solutions. Since each customer has unique needs, their customer experience on our platforms is very different.
Different Customers with Unique Needs
Cat® Central is a great tool for the “do-it-myself” customer and is an entryway into the digital ecosystem. This owner’s hub allows customers to see equipment management insights, access personalized customer information, including asset-specific operating, maintenance and repair resources, as well as easily search, find and order genuine Cat® parts that fit—all on their mobile device.
Parts.cat.com is the application of choice for buyers that transact frequently. They have access to a special control center, giving a faster and easier purchasing experience in one place. It allows access to their most frequently used purchasing functions – such as their order history, shopping cart, and pending orders that need approval. Plus, these customers can personalize their preferences and customize their shopping cart view and populate addresses and shipping preferences for an optimized shopping experience.
Integrated buyers are large customers who prefer direct eCommerce integration with their internal systems. Cat® Integrated Procurement (Cat IP) provides streamlined parts requisitioning, ordering and invoicing through a connection to the Cat® dealer system. It drives efficiency for customers by eliminating duplicate order entries while generating automatic, real-time work orders. As a result, customers can place orders directly within their systems.
No matter the customer’s entry point into our digital ecosystem, they can explore the value-added digital services that we offer.
Customer Back and Dealer Centered
For the 100 years we’ve been doing business, Cat dealers have been a competitive advantage – taking care of new customers, strengthening existing relationships, and offering support with value-add services. The Cat dealer’s role in eCommerce remains critical.
Many of our customers enjoy the convenience our eCommerce solutions provide. For example, they might want to see which parts are available or find out exactly how soon they can be delivered. Customers also want to track their order in real time, just as they do their personal online transactions. The global Cat dealer network is committed to providing this type of customer care and beyond.
