Company: Coates Hire

Executive Role: Alex Lassauniere, Group Manager of IT and Architecture

Technology Initiative: Use a connected customer ecosystem to scale industrial services

Approach:

1. Adopting business-led IT facilitated a pivot from project to product management.
2. Refreshing Team 25 business strategy in 2020 created impetus for growth and transformation.
3. Developing a connected customer portfolio supports a plug-and-play “smart sites” ecosystem

Catalysts:

1. External dynamics created impetus to grow the Industrial Solutions business.
2. Existing perceptions hampered the ability to offer expertise as a service.
3. Siloed operations and legacy systems caused operational frictions

Outcomes:

1. Product management instils a culture of continuous improvement.
2. Customer-centric ecosystem facilitates customer success with minimal friction.
3. Future growth will arise as business experts coach and inspire new users to experiment.

Introduction

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