Case Study
From Sales Rep Dependency, to Digital Self Service
Kevin McCormick
1 min read
Civil & Rural Infrastructure
Industry:
Company size:
Business goals:
Business results at a glance
Product catalogue updates across multiple platforms
Continuous delivery model
Enabling rapid feature enhancements
Primary procurement channel
For thousands of customers nationwide
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Hynds Pipe Systems, New Zealand’s largest supplier of water management and infrastructure products, recognised the need to modernise how customers accessed product information, pricing, and account details. Historically, sales reps were the primary conduit for these interactions, creating inefficiencies and delays.
Partnering with Experieco, Hynds embarked on the “My Hynds” customer portal project. Built on OutSystems low-code platform and integrated with core business systems, the portal provides secure, 24/7 access to invoices, statements, product catalogues, and ordering capabilities. Over several years, the portal has evolved into a central digital engagement channel with ongoing enhancements and feature releases.
Context
Hynds’ customer engagement was heavily manual and dependent on sales representatives. This approach was:
Time-consuming
Routine enquiries required sales rep intervention.Resource-intensive
Manual processes tied up skilled staffVulnerable to disruption
COVID-19 lockdowns made in-person and phone-based engagement difficult
Key pain points
No self-service channel for customers
Manual retrieval of product, pricing, and invoicing data from the ERP
Delays in fulfilling routine customer requests
The Experieco solution
Experieco delivered the My Hynds portal in phases to reduce risk and ensure adoption.
Initial Phase
Created a secure customer login integrated with M3 to provide self-service access to invoices and statementsProduct Catalogue Integration
Leveraged Kontent CMS to centralise product data, enabling customers to browse detailed specifications and imageryAdvanced Search & Ordering
Implemented Algolia search for rapid product discovery, added customer-specific pricing, and online orderingOngoing Enhancements
Introduced FAQs, rewards program integration, and user role management for business accounts
Technology Stack
OutSystems – Low-code application platform
ERP – System of record for pricing, orders, and invoicing
Kontent CMS – Product information management
Algolia – Fast, intelligent product search
Auth0 – Secure authentication
Delivery Approach
Hybrid agile/waterfall methodology
Continuous delivery of enhancements based on user feedback
Close collaboration with Hynds’ product owners, IT, and subject matter experts
Train-the-trainer model empowering Hynds’ internal customer success specialist to onboard and support end users
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Long-Term Impact
Reduced Sales Rep Workload: Freed sales teams from repetitive, low-value administrative tasks
Primary Digital Channel: Portal became the main procurement and account management interface for customers
Improved Customer Experience: Faster access to accurate, personalised product and account information
The My Hynds portal model can be adapted for any organisation seeking to: Replace manual customer engagement with digital self-service Integrate multiple backend systems into a unified customer interface Deliver phased, low-risk digital transformation
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