Collins Industries, Inc. (CI) decided that the aftermarket parts business should contribute a greater percentage of revenue to their overall business. They also decided to leverage the Internet as a viable means of gaining additional desired revenue while simultaneously reducing human involvement, opportunities for mistakes, and inconvenience to the customer. To accomplish these goals CI initiated a project to enhance their e-commerce capabilities. The primary goal was to drive a greater percentage of customers to their Internet e-commerce portal to execute transactions which were then conducted through call center activities. The required successful business model allows customers to go online, identify their vehicle and select desired part and illustrations via a self-service capability. Once selected the customer has the option of placing an order and purchasing any combination of replacement parts online or contact the call center for fulfillment.
How Clearview Helped Clearview began the process by providing a detailed assessment of the hardware, software, facilities, contracts, networks and IT personnel readiness. In addition, Clearview was asked to advise CI on the readiness of the operation and the proposed vendors to implement the solution. Clearview’s activities included development of the IT readiness assessment report, vendor evaluations, negotiations of contracts and overall system solution development. Key Deliverables: • CI’s readiness for proposed solution • CI’s methodology for defining the solution • CI’s design for the final solution • Evaluate the vendors selected to provide the solution • Evaluate how well the defined solution will meet the stated business needs
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