BILT Case Studies Major National Brand Boosts Ratings & Cuts Support Costs by 30% with BILT

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	Major National Brand Boosts Ratings & Cuts Support Costs by 30% with BILT BILT

Major National Brand Boosts Ratings & Cuts Support Costs by 30% with BILT

BILT

Applicable Industries	Education Packaging
Applicable Functions	Sales & Marketing
Use Cases	Intelligent Packaging Virtual Prototyping & Product Testing
Services	Testing & Certification Training
Challenge	A major national brand was grappling with high costs associated with assembly-related support calls and returns. The products that required complex assembly were responsible for 75% of total customer complaints. The support calls alone cost the company $750,000 annually. The brand was seeking a solution to reduce these costs and improve their star ratings and Net Promoter Score. They decided to test the adoption of BILT, a platform that provides 3D instructions for product assembly, on a product that was among the top in complaint call volume. The product was chosen due to its high call volume and because it represented the average assembly time for the category. Read More
About Customer	The customer in this case study is a major national brand that sells products requiring complex assembly. The brand was facing challenges with high costs associated with assembly-related support calls and returns. The products that required complex assembly were responsible for 75% of total customer complaints. The support calls alone cost the company $750,000 annually. The brand was seeking a solution to reduce these costs and improve their star ratings and Net Promoter Score. They decided to test the adoption of BILT, a platform that provides 3D instructions for product assembly, on a product that was among the top in complaint call volume. Read More
Solution	The brand ran a 4-month test using BILT's 3D Intelligent Instructions on the selected product. The BILT Intelligent Instruction callouts were included on the online product information page. However, the packaging and instruction manuals could not be updated until the last two months of the test phase. Despite the limited exposure, 28% of customers used BILT for assembly. The results were immediate and exceeded all expectations. Encouraged by the success, the brand decided to upgrade their customer experience for hundreds of additional products. The selection of products for the first round was based on the ability to impact top-line sales, opportunity to affect profitability, existing customer sentiment and complaint analysis, and assembly complexity and pain points. Read More Log in to view content
Contents

Applicable Industries

Education

Packaging

Applicable Functions

Sales & Marketing

Use Cases

Intelligent Packaging

Virtual Prototyping & Product Testing

Services

Testing & Certification

Training

Challenge

A major national brand was grappling with high costs associated with assembly-related support calls and returns. The products that required complex assembly were responsible for 75% of total customer complaints. The support calls alone cost the company $750,000 annually. The brand was seeking a solution to reduce these costs and improve their star ratings and Net Promoter Score. They decided to test the adoption of BILT, a platform that provides 3D instructions for product assembly, on a product that was among the top in complaint call volume. The product was chosen due to its high call volume and because it represented the average assembly time for the category.

About Customer

The customer in this case study is a major national brand that sells products requiring complex assembly. The brand was facing challenges with high costs associated with assembly-related support calls and returns. The products that required complex assembly were responsible for 75% of total customer complaints. The support calls alone cost the company $750,000 annually. The brand was seeking a solution to reduce these costs and improve their star ratings and Net Promoter Score. They decided to test the adoption of BILT, a platform that provides 3D instructions for product assembly, on a product that was among the top in complaint call volume.

Solution

The brand ran a 4-month test using BILT's 3D Intelligent Instructions on the selected product. The BILT Intelligent Instruction callouts were included on the online product information page. However, the packaging and instruction manuals could not be updated until the last two months of the test phase. Despite the limited exposure, 28% of customers used BILT for assembly. The results were immediate and exceeded all expectations. Encouraged by the success, the brand decided to upgrade their customer experience for hundreds of additional products. The selection of products for the first round was based on the ability to impact top-line sales, opportunity to affect profitability, existing customer sentiment and complaint analysis, and assembly complexity and pain points.

Impact #1	The adoption of BILT's 3D Intelligent Instructions had an immediate and significant impact on the brand's operations. The brand experienced a 30-point swing in the Net Promoter Score and a 5% increase in star rating. The brand also saw a 30% reduction in calls and a 3.7% drop in returns. The brand was able to save more than $86,500 within 4 months on a single test product. The brand is now moving forward with upgrading their customer experience for hundreds of additional products. The brand sees BILT as a differentiator and a key selling point to retailers. The brand also anticipates an increase in the volume of positive reviews resulting from an improved customer experience. The BILT app collects ratings, reviews and product registrations, as well as assembly data analysis. Customers can store and easily access warranty information in the BILT app, a benefit the brand considers important to long-term loyalty.

Impact #1

The adoption of BILT's 3D Intelligent Instructions had an immediate and significant impact on the brand's operations. The brand experienced a 30-point swing in the Net Promoter Score and a 5% increase in star rating. The brand also saw a 30% reduction in calls and a 3.7% drop in returns. The brand was able to save more than $86,500 within 4 months on a single test product. The brand is now moving forward with upgrading their customer experience for hundreds of additional products. The brand sees BILT as a differentiator and a key selling point to retailers. The brand also anticipates an increase in the volume of positive reviews resulting from an improved customer experience. The BILT app collects ratings, reviews and product registrations, as well as assembly data analysis. Customers can store and easily access warranty information in the BILT app, a benefit the brand considers important to long-term loyalty.

Benefit #1	30-point swing in the Net Promoter Score (+32 to +62 NPS)
Benefit #2	5% increase in star rating, from 3.75 stars to 3.95 stars
Benefit #3	More than $72,000 sales lift in 4 months

Benefit #1

30-point swing in the Net Promoter Score (+32 to +62 NPS)

Benefit #2

5% increase in star rating, from 3.75 stars to 3.95 stars

Benefit #3

More than $72,000 sales lift in 4 months

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Overview

Major National Brand Boosts Ratings & Cuts Support Costs by 30% with BILT

Operational Impact

Quantitative Benefit