Coates Hire Customer Portal Project

Commissioned in 2012, Alisdair Blackman then MD of Pivot Digital was appointed to consult Coates Hire, Australia’s largest hire company on a number of projects but one in particular, a new customer portal.

Customer Portal project was one of the most visible and sizable Business Improvement Projects (BIPS) on the go at Coates Hire.

The new Customer Portal aims to set a new benchmark in the market offering customers not only the ability to report on their on-hire status and obtain operational and safety information on specific equipment on hire but additionally provide transaction capabilities around payment of their account, extend hire of equipment on hire as well as a self-quote function.

The Customer Portal project was spearheaded by the Digital Rehab team. We developed a technically detailed business case off the back of both industry and considerable internal stakeholder input and consultation, a comprehensive project budget, solution architecture, solution design documentation and data schema.

The planning for this project has taken over 16 months and received Board funding approval in September 2013.

After selling Pivot Digital in February 2013, the Digital Rehab team of 3 have continued to provide consulting services to the business until November 2013.

The customer & fleet portal is being built by Oakton Consulting for a budget in excess of $6m.

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