Caterpillar / Finning

Enhancing dealer experience through digitalization

Challenge

Finning is the world’s largest Caterpillar dealer and has delivered excellence for over 85 years. Finning wanted to grow as a market leader and trusted partner across three continents. Digitalist partnered with Finning to create more value to their customers, and raise service to a new level for global competitiveness in the digital era. My.Finning.com was the result: a platform that gives customers real-time insight across their entire operation.

The goal of Finning’s customers is to deliver projects on-time and on budget to maximize their equipment investment. Previous transformation initiatives introduced tools and solutions that improved operations, safety, and performance. However, several aspects of their digital ecosystem lived in isolation and created a fragmented experience for clients. Digitalist collaborated with Finning’s digital team to produce a platform that underpins their vision for the dealership experience. We conducted discovery workshops and harvested insights across their customer base to maximize the impact of our technological and design efforts.

Solution

We produced a suite of apps that progressed from proof-of-concept to production. Multiple collaboration groups used the experiences learned from each stage to bring the platform to life. Digitalist continues to collaborate with Finning as a key partner in ongoing platform enhancement.

With My.Finning.com customers now have real-time visibility over their fleet, assets, orders, and more. The integrated digital platform provides customers actionable data to improve operations and make the most of their investment. Engagements with customers have increased and improved the efficiency of customer support.

In 2020 Finning received Excellence in Technology Adoption Award from BC Tech Association in recognition of the work that Finning has done to digitize the dealership, including among other solutions the development of My.Finnning.com, a platform that gives customers real-time insight across their entire operation.

“Finning is a leader in the heavy equipment industry, and we are honoured to receive this award as a recognition of our work to digitize the dealership. The performance solutions platform is all about making it easier for our customers and our employees to do business. Congratulations to the Finning team who is transforming the way we deliver insights and new, untapped opportunities to customers through our connected assets.”

David Bibby, Head of Global Digital Services

If you want to know more, contact Magnus Leijonborg, CEO, Digitalist Group