It's important to place customers' needs when adopting technology solutions. Source: Shutterstock

It’s important to place customers’ needs when adopting technology solutions. Source: Shutterstock

CBC Australia offers digital services with a focus on customer experience

CUSTOMERS — end-users and businesses — expect to be served better in a digital-first world.

Mining company CBC Australia recognizes this need and believes it should be at the center of all of their technology advances, driving their digital transformation efforts.

As a result, CBC has digitalized its services, offering a seamless business trade experience that can delight customers and elevate their experience.

CBC Australia’s Marketing Manager for Digital Business Programs and E-commerce Zac Gray recently told media that one of the main components of the company’s digital offerings is its official website which is home to an official e-commerce platform where customers can review and make purchasing decisions based on their preferences.

While physical stores are still available, the website allows customers to browse through its product catalog more efficiently by utilizing advanced filter options, product selection guides, and cross-reference features.

The digitalization of purchasing activities allows customers to gain increased visibility of product information and the ability to track stock availability in all CBC stores across Australia.

“It’s an omnichannel experience for customers of all types,” Gray said, clarifying that the website is accessible on any device with an internet connection.

Gray also highlighted that CBC wants its customers to benefit from relevant data and powerful browsing content that can boost their trading experience with the company.

So, even if customers decide to shop in-store, they will still have constant access to products from the online shop catalog, and improving the way CBC staff responds to customer inquiries.

Additionally, CBC has come up with an option to share digital invoices, purchase orders, and receipts, and provides notifications about progress with the shipping of goods ordered.

This way, human errors – which are fairly common when it comes to documentation processes – can be reduced dramatically.

Not to mention, digital copies of documents such as invoices and memos are more cost-efficient when compared to manual administration processes and also easier to manage for customers.

Further, through the RFID system, customers that operate on a 24-hour basis can purchase products from warehouses and be billed later.

In fact, this effort aims to give customers the option to continue following their respective procurement procedures while using the new CBC system.

RFID helps automatically detect items in stock, and when purchased, the data can be automatically updated across the company’s platforms.

Next, the company is also introducing PunchOut, a digital catalog that can be accessed by customers through their e-procurement applications.

“No orders are sent to the supplier when the user checks out from the supplier’s PunchOut site. Instead, the shopping cart with the selected items is brought back to the e-procurement application,” Gray explained.

As a result, CBC customers can adhere to purchasing policies that apply while choosing desired products.

With CBC endorsing the integration of digital solutions in elevating its services, competitors can no longer afford to stall their transformation processes.

Apart from satisfying customers, CBC and its peers must remember that investing to go digital means investing in operational success in an increasingly competitive digital world.