CAT was radically transforming their digital platform to help their dealer network and customers to make informed decisions when shopping for parts or machines so they don’t end up making unnecessary expenses.
The problem was CAT’s customers were confused about using the current acquisition tools that they end up doing too much. They didn't have the ability to track their equipment on the field efficiently, they had problems in maintaining their services accurately, and they faced challenges in buying parts especially for the old equipments.
The goal was to increase clarity and user efficiency. If there was a way for customers to perform their tasks efficiently, then CAT and their dealers would have been well informed to meet their needs.
The opportunity was to expand revenue growth through a robust digital platform. One of the idea to address this was to create a mobile app for easy accessibility when needed right away. The primary goal was for customers to do their tasks efficiently and easy without confusion. The business goal was to mitigate loss of revenue from customer drop-offs and lack of customer-centered process.