“How do I define and track meaningful KPIs?”

Coach USA

One of the largest transportation companies in North America, Coach USA operates more than 2,400 motorcoaches and employs over 5,000 people. The transportation enterprise owns more than 25 bus carriers in North America that operate scheduled bus routes, motorcoach tours, charter bus services, and city sightseeing tours.

Challenge

Despite investments made to actively obtain feedback and measure customer sentiment, Coach USA did not have the integrated tools or technologies in place to make sense of their collected data. The large volumes of data failed to translate into actionable insights that the company could use to inform the customer experience.

 

Coach website on laptop

Strategy

Utilizing data compiled from three years of customer surveys, we focused on defining personas to explicitly identify why Coach USA web properties were not attracting customers. These insights informed the redesign and rebuild of the company's digital experience platform.

Solution

Our team of experts implemented a digital experience platform for Coach USA that was informed by the data insights gathered from aggregated analyses of user flows, traffic metrics, and behavioral trends for nearly 70% of the company's customer base.

Coach website on mobile

Technologies

Coach website on tablet

Services

Results

Scalable & Manageable

Content Management Platform

Responsive Web Design with Mobile Optimization

Improved User Experience and Navigation

Development of Search Widget for Returning Customers

Increased Mobile Traffic and Customer Engagement

We've Also Done This For