Ferreyros (CAT)

For more than five years, we have worked alongside Ferreyros across a range of research, strategy, design, and digital product development initiatives. One of the most significant challenges was the creation of Ferreynet, a B2B platform designed to consolidate high-value digital services and information into a single channel for Ferreyros’ customers.

What was the challenge and how did we solve it?

The challenge was to design a single digital channel capable of centralizing critical information and services for more than 1,500 B2B customers. The goal was to streamline service interactions while providing customers with real-time visibility into their machinery, spare parts, financing, and other essential services.

To achieve this, we led an end-to-end process spanning research, strategy, ideation, service design, and digital product design. Through a business-oriented and human-centered approach, we conducted interviews, co-creation sessions, and behavioral and needs analysis to identify key opportunities and shape an intuitive, scalable experience aligned with business objectives.

What impact did it have on the business?

Today, Ferreynet is Ferreyros’ leading digital channel, serving more than 1,500 B2B customers representing a USD 1 billion portfolio and bringing together more than 30 services across financing, spare parts, training, operations, and machinery in one place.

What once required multiple touchpoints including sales representatives, emails, documentation, and phone calls, can now be managed through a centralized digital platform. Customers can monitor their fleet in real time, manage maintenance and service history, request spare parts, and access a broader ecosystem of services and valuable content.

For Ferreyros, this translates into deeper relationships with strategic accounts, richer customer data to personalize the offering, and a scalable digital channel capable of growing without proportionally increasing operational costs. The platform directly contributes to key business outcomes including customer experience, loyalty, Customer Lifetime Value, and operational efficiency, strengthening Ferreyros’ digital leadership and positioning within the industry.