Hubbard-Hall's New Digital Strategy Promotes User Experience

Hubbard-Hall’s (Waterbury, Conn.) recently completed first phase of its three-year digital initiative strategy focuses on creating a more engaging user experience through web chat and on-demand portal technologies.

Web chat from Intercom provides website visitors the opportunity for quick engagement and offers answers to frequently asked questions. The chat feature on hubbardhall.com grants customers access to order statuses, Hubbard-Hall’s resource library and the company’s customer service and technical teams. A dedicated staff for web chat responds during normal business hours from 8 a.m. to 5 p.m. EST. 

The Datacor-powered on-demand portal allows customers to place orders, view invoices, track shipments and retrieve documents. This platform increases internal efficiency and provides customers immediate engagement.  The portal has over 200 active customer logins and the company expects it to grow rapidly.

“Our website visitors can now interact with us in real time for issue resolution, product information or technical guidance,” Carter Burningham, director of supply chain at Hubbard-Hall, says. “Additionally, it allows Hubbard-Hall to develop our Artificial Intelligence Technology for our ultimate goal of being the driver of innovation in the metal finishing industry.”

The next phase of the Digital Strategy includes order process optimization to improve turn-around times for order confirmation as well as customer systems collaboration for Vendor Managed Inventory (VMI).