Hirsch Pipe & Supply
Plumbing Supplier Turns Contractor Relationships into Digital Engagement
Hirsch Pipe & Supply is one of the largest plumbing and HVAC wholesale distributors in Southern California. Established in 1933, the company has built a strong reputation for reliable service, expert staff, and an extensive inventory of residential and commercial plumbing solutions.
Challenges
As more customers are turning to digital channels to check inventory, pricing, product availability, and order information, Hirsch recognized the need to provide a more robust online experience. While the company’s foundation has always been built on expert customer service, strong relationships, and the personalized support customers receive at their local branch, it became increasingly important to offer those same conveniences in a digital format. The goal was not to replace the in-person experience that differentiates Hirsch, but to complement it with an ecommerce platform that allows customers to access information, place orders, and manage their business when and how they prefer. By enhancing its digital capabilities, Hirsch could better serve evolving customer expectations while continuing to deliver the high-touch service that remains at the heart of its business.
Their existing website compounded the challenges they were experiencing. Customers cited slow performance, an outdated design, confusing navigation, and ineffective search. Just as critically, the platform lacked deep integration with Hirsch’s ERP system, making it difficult to deliver accurate, customer-specific information online. Hirsch needed a modern ecommerce experience that respected established buying behaviors while making it easier and more appealing for customers to self-serve online.
Solutions
Hirsch partnered with Americaneagle.com to redesign its website and build out robust ecommerce capabilities on the ROC Commerce platform. Our team began with an extensive UX strategy and discovery phase focused on understanding real customer behavior. Through on-site workshops, customer interviews, and journey mapping, the team identified the friction points preventing adoption and translated those insights directly into UX and design decisions.
The redesigned website prioritized speed, clarity, and ease of use, with improved navigation and search to help contractors quickly find the products they need. Importantly, the experience was designed to complement, not replace, Hirsch’s relationship-driven model, giving customers the flexibility to choose how they engage.
A major component of the solution was a robust ERP integration with Hirsch’s SHIMS system. Americaneagle.com developed a comprehensive API suite that synchronized data between systems, enabling customer-specific pricing, realtime inventory by location, order history, quotes, invoices, AR balances, and saved shopping lists. When a new user is added, it automatically creates an account in the ERP system, simplifying account setup and improving efficiency for the Hirsch team. The site is hosted in Americaneagle.com’s data centers and includes technical SEO and accessibility best practices to support long-term performance and scalability.
The new website provides Hirsch customers with a modern, data-driven digital experience that aligns with how they actually work. The result is less friction, improved efficiency, and greater online engagement. For Hirsch, the platform establishes a scalable foundation for future ecommerce growth, supporting both marketing goals and operational efficiency while preserving the personal service that defines their brand.
