Case Study: Coach USA improves customer engagement with GeekHive and Drupal 8 CMS

How do I define and track meaningful KPIs

Coach USA, one of North America’s largest transportation companies, needed a better way to make sense of the large volumes of customer feedback and survey data it had collected. Despite investing in feedback tools, the company lacked integrated technologies to turn that data into actionable insights that could improve the customer experience. GeekHive helped identify the challenge and recommend a modern CMS approach for the brand.

GeekHive rebuilt Coach USA’s digital experience on Drupal 8 CMS and used Pantheon hosting to improve site speed, availability, and traffic handling. By applying data-driven personas, user-flow analysis, and Drupal features like in-page editing, reusable blocks, Twig, and Symfony, GeekHive streamlined content management and improved the user experience. The result was a scalable CMS, mobile-optimized design, better navigation, a search widget for returning customers, and increased mobile traffic and customer engagement.

Coach USA