SiteOne
SiteOne’s Strategy Driven by CX and Operational Efficiency
IN ASSOCIATION WITH
DIGITAL REPORT 2020
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SiteOne’s Strategy Driven by CX and Operational Efficiency www.si t e o n e. com
SITEONE
Sean Kramer, Chief Information Officer (CIO) at SiteOne Landscape Supply on the company’s approach to digitalisation, industry trends and COVID-19
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ean Kramer, Chief Information Officer (CIO) at SiteOne Landscape Supply, started his career at the company in 2014.
“I have been with the company for six years. I joined 04
the company when it was John Deere Landscapes. John Deere Landscapes was sold to a private equity firm in 2013. As part of the transaction the company needed to rebrand, and so SiteOne Landscape Supply was officially established in 2015. Today, we are a publicly traded company with a billion dollars in revenue and 550 locations.” Prior to his career at SiteOne Landscape Supply, Kramer worked for eight years at Fiat Chrysler (FCA) supporting the company’s public websites and its technology infrastructure. After leaving FCA, Kramer joined Volkswagen Group of America, where he worked for six years supporting enterprise applications, internal software systems, infrastructure and operations.
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“It is very important that we keep our customers and associates as safe as possible” — Sean Kramer, Chief Information Officer (CIO), SiteOne Landscape Supply
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SITEONE’S APPROACH TO DIGITAL INNOVATION AND TRANSFORMATION
rience and operational excellence
When it comes to digital innovation
in the branch and how we achieve
and transformation, Kramer says
those,” says Kramer. “First and
the company’s core focuses include
foremost it’s safety, especially in the
customer experience, operational
current climate, and ensuring that
excellence, systems efficiency
we have the inventory on hand that
and security.
the customers need.”
“The first is around customer expe-
E X E C U T I V E P R O FILE :
Sean Kramer Title: CIO Company: SiteOne Industry: Wholesale Distribution
Location: Atlanta Metropolitan
Sean Kramer began his career at SiteOne Landscape Supply in 2014 and is the current Chief Information Officer (CIO). From a technology perspective, Kramer explains that the landscape industry has been a unique challenge. “When I joined, I came from the automotive industry where the technology was more prominent. They had technology in vehicles and online experiences for several years. At the time I joined SiteOne, the technology in place was to support the back office. Almost all the ways of interfacing with a customer was coming into the branch, looking at the products and buying while in the branch. We didn’t have any customer facing technology that we used to interact with customers regularly. But the industry is changing, customers are looking for new ways to interact with the wholesale distributor.
www.si t e o n e. com
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SITEONE
Kramer adds that when it comes to
“it’s about how we can use technology
digital innovation and transformation,
to achieve this. We have developed a
“it’s about how we can use technology
new mobile point of sale application
to achieve this. We have developed a
with our partner Stratix. Recently, this
new application called Mobile Pro – a
application has been vital in maintain-
mobile point of sale – with our part-
ing social distancing. With our new
ner Stratix. Recently, this application
mobile point of sale, customers arrive
has been vital in maintaining social
at our branches and our associates
distancing. Customers work with our
can greet them as they pull up. Our
associates to place their orders via
SiteOne associates can open an order
Mobile Pro and wait in their vehicle for
on this system, adding the products
an associate to bring them their order.”
they need, pull the order and send the
Kramer adds that when it comes to 08
digital innovation and transformation,
customer on their way to the job. It’s done safely and efficiently.” While this application has been a vital tool for the company, Kramer explains that the company still has plans to improve it further. “While the application has several enhancements planned for future use, it has played a vital role in keeping our associates safe,” he says. In addition to mobile point of sale, the company also has plans in the pipeline for siteone.com. Kramer says they will look to continue to evolve and develop the system to make it easier to search for products and place an order online, as well as develop a recommendation engine
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2001
Year founded
$2.4b+ Revenue in US dollars
4,600 Number of employees
for customers based on their location and purchase history. “We also want to make the system easier to transact online, especially for our customer’s back-office processes through enabling them to pay their bills online seamlessly and with clear visibility over their transaction history,” he adds. In addition to customer experience and its mobile application, SiteOne Landscape Supply is looking to further improve its systems efficiency, operations and security. www.si t e o n e. com
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10 “We continuously work on developing internal security training programs and increasing the technology footprint to stay ahead of the threats that are out there in the market,” states Kramer. “But we are also trying to make it easier for our suppliers to do business with us. Here at SiteOne, we want to be the distributor of choice for all the suppliers in the landscape industry. Right now, our team is working to introduce new solutions, such as ramping up robotic process automation (RPA), enhancing our optical character recognition (OCR) and
“ We have developed a new mobile point of sale application called Mobile Pro. In the recent climate, this application has been vital to adhering to social distancing guidelines” — Sean Kramer, Chief Information Officer (CIO), SiteOne Landscape Supply
launching a vendor portal. The aim of these initiatives is to increase the efficiency and transparency of doing business with SiteOne.” When working to drive such innovation and transformation in an organization, Kramer explains the importance of having the right culture in order to be successful. “It’s very important,” he states. “The team of leaders that we have bring experience implementing these types of new solutions from their experience in other organizations and know the potential pitfalls and successes. I believe that the culture they bring to our company has been critical for us to support our growing business. My leadership team consistently goes above and beyond.” Historically, Kramer highlights that technology is starting to take a foothold in the landscape industry. “We see more and more customers use technology to run their business and SiteOne is working to offer a constantly improving customer experience. Technology is at the core of that. In the last few years we have seen technology usage from our customers www.si t e o n e. com
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“ Most of my team has been at the company for a few years, and we have the right leaders in place to keep an eye on innovations” — Sean Kramer, Chief Information Officer (CIO), SiteOne Landscape Supply
YOU’RE A PART OF THE TEAM EVEN WHEN YOU’RE APART FUZE PUTS YOU IN THE ROOM
fuze.com
with product needs, replacements and recommendations,” says Kramer. “We evaluate the line of business they operate within and geographic location closely to better understand how we can continue to help our customers grow in the industry.” Kramer explains that the team values and philosophy is a key to the success of his technology group. “We take pride in our company culture. We are very collaborative, conduct our operations with high integrity, and are very humble. As we continue to grow our team, it’s important that new team members we ramp up quite a bit. With our technology know-how and our team of innovators,
bring on share the same vision.” In addition to working with Stratix for
I think we can offer new solutions that
its Mobile mobile point of sale applica-
can help our customers. We are reach-
tion, SiteOne is collaborating with Fuze
ing out and collaborating with many
and V2 Soft. “Fuze is currently the phone
different companies in the technology
system for all of our branches, while V2
space to make this possible and dis-
Soft helped us to redesign our support
cuss the changes in the industry.”
platform for our project services appli-
Over the years, SiteOne has
cation. This system is used to help our
become an analytical company, put-
customers submit a design and take-off
ting more emphasis on understanding
of materials for a job they are bidding.
market trends. “As we continue to
V2Soft has also helped as we have
grow, we look at our customers by
grown our QA service offering.”
their specialty so that we can better understand how to support them www.si t e o n e. com
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SITEONE 300 COLONIAL CENTER PARKWAY SUITE 600 ROSWELL, GA 30076
www.siteone.com
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