The Jena digital agency dotSource and the provider of intelligent search functions Coveo will jointly support companies in providing their customers with relevant information more quickly and thus improve the customers’ user experience. With this strategic partnership, dotSource is further expanding its agnostic technology and partner approach in order to be able to offer its clients the best possible solution for their needs.
For many employees, a regular working day consists of numerous consecutive meetings, stand-ups, status calls, webinars, etc. Between sales appointments, exchanges with marketing colleagues, phone calls with clients or partners, there is hardly any time to take a breather. However, there is even less time for in-depth and well-founded information, product or supplier research, which every employee will face at some point in time. Those who want to obtain comprehensive information nevertheless, for example because new machines are required, but an up-to-date market overview is missing, need either much time to get relevant results or a smart search that understands what they want to know and delivers results accordingly.
Improved User Experience Through a Quick and Comprehensive Search
This is where the Coveo software comes in. Coveo is a Canadian software-as-a-service company with headquarters in Quebec and offices in the USA and Great Britain. Coveo's smart search technology uses artificial intelligence to quickly deliver relevant results and thus improve user experience. Heidelberger Druckmaschinen AG was the first dotSource client to use this technology. The Jena digital agency and Coveo integrated the software solution into the Salesforce B2B Commerce platform. The Coveo search engine significantly improves the quality of search results and also allows for the implementation of features required by the client, for example a thesaurus, fuzzy search, search replacement terms, etc. Coveo is integrated into the standard Salesforce components (e.g. displaying search results in Salesforce) and offers Heidelberger Druckmaschinen the possibility of implementing additional modules. These include extensions in the form of customer-specific catalogues or machine learning based on customer interactions in the shop (shopping carts, orders, search patterns, etc.). The Coveo AI is trained with each search query. As a result, the company gains an improved, holistic view of customer behaviour in the final stage of development and can use these insights for personalised marketing and sales measures.
»dotSource is one of the pioneering e-commerce system integrators in the DACH area. Its skills and delivery capacity are impressive, and we believe that this partnership will help our DACH and Global business units to extract value from their search, recommendation, and personalisation solutions for B2B and B2C Commerce,« Brian McGlynn, VP E-Commerce at Coveo, says. »Heidelberger Druckmaschinen is only the beginning of many more projects.«
Combining the Right Technologies and Creating Synergies
The Coveo platform can be connected to numerous software solutions with a variety of interfaces and thus brings together different technologies. Using a higher-level search, all interconnected systems are taken into account, different content from various sources is collected in a uniform index and displayed to the customer. In the case of Heidelberger Druckmaschinen, for example, a connection was established to the existing PIM system from Stibo Systems, which serves as the company's source of product master data. This enables the company to work with up-to-date product data at all times without having to maintain it outside the system.
»Coveo is an excellent solution that allows us to add another outstanding software to our technology portfolio. Above all, it was the optimism of our client Heidelberger Druckmaschinen that convinced us to enter into a partnership with the Canadian company and expand it further in the future. We look forward to more joint projects,« Christian Grötsch, founder and managing director at dotSource, remarks.