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Hisco Logo

Constant and Continuous Improvement in Every Aspect of Business

Hisco Logo

Constant and Continuous Improvement in Every Aspect of Business

We, Not Me Mantra

For over 40 years Hisco has been a leader in supply chain solutions. From the day Paul Merriman purchased what used to be Houston Industrial Supply Company, he led the company with a “we” not “me” mantra. He wanted every single employee to feel important and celebrate the company’s success. In fact, today 100% of the company is owned by the employees.

Today, Hisco is a specialty distributor serving the electronic assembly, aerospace and defense, medical, electronics and other industrial markets.

Hisco’s number one goal that drives the company is continual improvement in every aspect of their business. Whether it’s service, warehousing, automated inventory, packaging or shipping solutions, they strive for the highest customer satisfaction they can.

When customers needs started evolving, Hisco invested in eCommerce.

An Evolving Sales Model

Traditionally, Hisco was a very field sales driven organization. They didn’t have a very large eCommerce presence. They never intended to replace their sales model, instead they looked to eCommerce to augment their sales approach.

“eCommerce is augmenting our sales model, bringing us new leads, new opportunities and customers. In addition, it is giving us a more cost effective way to serve with some of our customers,” said Gary Niemand, Senior VP of IT & Procurement

See more about Hisco’s eCommerce journey in the video below.

 

An Important Partnership

With a very small team to dedicate to eCommerce, Hisco relies on Insite.

“When we launched eCommerce three years ago, we had no internal eCommerce development team and we were completely reliant on Insite, our partner for hosting development and the software itself. We continue to rely on Insite heavily to provide thought leadership and vision in where the product is going. They continue to make enhancements,” said Gary Niemand.

Continued Improvement

Since launching InsiteCommerce, Hisco continues to look for ways they can improve the website.

The process for collecting feedback from customers, both internal and external is varied in a few ways. For their external customers, Hisco does voice of the customer surveys to try to find out what their interests really are. They conduct VOC surveys because they want to be sure they are not getting the feedback filtered through their sales team who may have their own perceptions about how things are going.

In terms of Hisco’s internal customers, they routinely gather feedback from their sales team based on whether customers are reporting good or bad experiences.

Hisco has a web engagement team that is working with their customer service representatives to figure out where there are opportunities for improvement.

A Stronger Future

Hisco has seen a 8.1% increase in year over year online orders. Since launching InsiteCommerce they have found that there are 80% fewer touch points required per online order which means they are building higher efficiencies by enabling their customers to self-serve.

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