Case study

UST helped European HVACR company transform omnichannel customer experience

By removing application and data silos, this European HVACR wholesaler streamlined processes, became more data-driven, implemented paperless processes, and improved customer experiences with omnichannel sales and service capabilities.


Founded several decades ago, this company has become one of Europe's leading heating and ventilation products and services distributors. With dozens of branch locations and distribution centers, the company employs several hundred people and generates nearly $100 million in revenue annually.


Disparate application ecosystem prevented omnichannel strategy

Company leaders set a strategic goal to become an omnichannel, data-driven wholesale distributor of heating, ventilation, air conditioning, and refrigeration (HVACR) products and services. However, they hit several snags as the IT team worked to provide its retail customers with a more seamless, integrated omnichannel shopping experience. The siloed applications were challenging to integrate, which made IT support and maintenance difficult. Also, the separate data repositories prevented the company from making reliable, data-driven decisions.


Robust digital transformation streamlined applications and processes

UST led a digital transformation effort using OutSystems, a low-code development platform designed to create omnichannel enterprise applications. The projects included:


Omnichannel strategy brought to fruition

With this digital transformation effort—that included more than 30 projects over the last five years—the company: