BILT Case Studies Chamberlain Group's Strategic Transformation through IoT

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	Chamberlain Group's Strategic Transformation through IoT BILT

Chamberlain Group's Strategic Transformation through IoT

BILT

Technology Category	Sensors - Camera / Video Systems Sensors - Level Sensors
Applicable Industries	Education Paper & Pulp
Applicable Functions	Product Research & Development Sales & Marketing
Use Cases	Time Sensitive Networking Virtual Prototyping & Product Testing
Services	System Integration Training
Challenge	The Chamberlain Group, a leader in smart access solutions, was facing a significant challenge in improving the customer experience for their garage door openers. The primary pain point was the installation process, which was affecting product ratings and the adoption of their proprietary tool, the myQ Garage & Access Control app. The company was also struggling with low product registration rates, with only 3% of customers registering their products. This was a concern as registration allows the company to communicate directly with customers about product updates or recalls. Additionally, the company was under pressure to substantiate marketing claims about the ease of installation of their products. Read More
About Customer	The Chamberlain Group is a leading provider of smart access solutions for residential and commercial properties. Their prominent brands, including Chamberlain®, LiftMaster®, Merlin®, and Grifco®, are used in millions of access applications worldwide. The company prioritizes safety and innovation in their garage door openers and is always seeking ways to enhance the customer experience. Their proprietary tool, the myQ Garage & Access Control app, allows customers to monitor and manage their garage door from anywhere, providing homeowners with peace of mind. Read More
Solution	To address these challenges, Chamberlain Group partnered with BILT to provide 3D instructions to improve the accuracy of the installation process and enhance the overall customer experience. The company also implemented recommendations from BILT to increase the adoption rate of the myQ app. To boost product registration rates, the company leveraged the BILT app to provide quick and convenient access for customers to register their products. Furthermore, the company utilized BILT's analytics to gain insights into the time users spend on each step of the installation process and other valuable metrics. This data was regularly reviewed to identify any trouble spots and improve instructions. The company also conducted a side-by-side demonstration of a garage door opener installation to compare the customer experience of the BILT app versus a paper manual. Read More Log in to view content
Contents

Technology Category

Sensors - Camera / Video Systems

Sensors - Level Sensors

Applicable Industries

Education

Paper & Pulp

Applicable Functions

Product Research & Development

Sales & Marketing

Use Cases

Time Sensitive Networking

Virtual Prototyping & Product Testing

Services

System Integration

Training

Challenge

The Chamberlain Group, a leader in smart access solutions, was facing a significant challenge in improving the customer experience for their garage door openers. The primary pain point was the installation process, which was affecting product ratings and the adoption of their proprietary tool, the myQ Garage & Access Control app. The company was also struggling with low product registration rates, with only 3% of customers registering their products. This was a concern as registration allows the company to communicate directly with customers about product updates or recalls. Additionally, the company was under pressure to substantiate marketing claims about the ease of installation of their products.

About Customer

The Chamberlain Group is a leading provider of smart access solutions for residential and commercial properties. Their prominent brands, including Chamberlain®, LiftMaster®, Merlin®, and Grifco®, are used in millions of access applications worldwide. The company prioritizes safety and innovation in their garage door openers and is always seeking ways to enhance the customer experience. Their proprietary tool, the myQ Garage & Access Control app, allows customers to monitor and manage their garage door from anywhere, providing homeowners with peace of mind.

Solution

To address these challenges, Chamberlain Group partnered with BILT to provide 3D instructions to improve the accuracy of the installation process and enhance the overall customer experience. The company also implemented recommendations from BILT to increase the adoption rate of the myQ app. To boost product registration rates, the company leveraged the BILT app to provide quick and convenient access for customers to register their products. Furthermore, the company utilized BILT's analytics to gain insights into the time users spend on each step of the installation process and other valuable metrics. This data was regularly reviewed to identify any trouble spots and improve instructions. The company also conducted a side-by-side demonstration of a garage door opener installation to compare the customer experience of the BILT app versus a paper manual.

Impact #1	The partnership with BILT led to a significant improvement in the customer experience for Chamberlain Group. The 3D instructions provided by the BILT app not only improved the accuracy of the installation process but also made it easier for customers to follow each step. The app's ability to rotate the 3D animations and zoom in for clarity provided a level of detail that was not possible with traditional print instructions or video. This resulted in a boost in the company's Net Promoter Scores, product registrations, and data analytics. The company was also able to substantiate their marketing claims about the ease of installation of their products, further enhancing their reputation in the market.

Impact #1

The partnership with BILT led to a significant improvement in the customer experience for Chamberlain Group. The 3D instructions provided by the BILT app not only improved the accuracy of the installation process but also made it easier for customers to follow each step. The app's ability to rotate the 3D animations and zoom in for clarity provided a level of detail that was not possible with traditional print instructions or video. This resulted in a boost in the company's Net Promoter Scores, product registrations, and data analytics. The company was also able to substantiate their marketing claims about the ease of installation of their products, further enhancing their reputation in the market.

Benefit #1	Increase of up to +0.40 in star ratings
Benefit #2	Adoption rate of the myQ app increased from 6% to 22%
Benefit #3	Product registration rates increased from 3% to 13% for BILT users

Benefit #1

Increase of up to +0.40 in star ratings

Benefit #2

Adoption rate of the myQ app increased from 6% to 22%

Benefit #3

Product registration rates increased from 3% to 13% for BILT users

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Overview

Chamberlain Group's Strategic Transformation through IoT

Operational Impact

Quantitative Benefit