BILT Case Studies Springfree Trampoline Enhances Customer Experience with BILT

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	Springfree Trampoline Enhances Customer Experience with BILT BILT

Springfree Trampoline Enhances Customer Experience with BILT

BILT

Technology Category	Sensors - GPS
Applicable Industries	Education Packaging
Applicable Functions	Logistics & Transportation Product Research & Development
Use Cases	Indoor Positioning Systems Virtual Prototyping & Product Testing
Services	System Integration Training
Challenge	Springfree Trampoline, a premium brand known for manufacturing the world’s safest trampolines, identified an opportunity to improve the set-up experience for their customers. Despite having a white glove installation service, many customers preferred to assemble the trampolines themselves, a trend that increased during the pandemic. The assembly process was generally straightforward, but the steps involving the connection of the mat rods to the frame and jumping mat proved challenging. Proper body positioning and weight distribution were crucial for correct assembly, and two people were required to work in tandem. The company wanted to communicate these steps in a way that was easy to understand. Additionally, Springfree needed to provide clear and detailed instructions to their professional installation crews. The challenge was to bring the assembly experience into harmony with their premium product. Read More
About Customer	Springfree Trampoline is a premium brand that has been in the industry for over 15 years. They are known for their patented design that eliminates 90% of trampoline product-related injuries by removing the springs and the steel frame at the jumping level. The company is committed to delivering the best possible customer experience and empowering families to get outside, be active, stay safe, and create memories. Their trampolines are often purchased for special occasions, making it important for customers to minimize the time spent on assembly and installation. The company also provides a white glove installation service, but many customers prefer to assemble the trampolines themselves. Read More
Solution	To address the assembly challenges, Springfree partnered with BILT to enhance the assembly experience. BILT instruction designers worked with Springfree engineers to develop humanoids that demonstrated the correct physical positioning and weight distribution for both installers during the mat rod steps. The BILT app provided 3D animated instructions, voice and text-guided explanations, image rotation and zoom capabilities, and easy instant replay. It also provided additional information such as warnings, cautions, tools required, parts included, and warranty information. The app enabled customers to complete assembly tasks more quickly than with paper manuals or instructional videos. To maximize the benefits of using the BILT app, Springfree communicated its advantages through digital assets, packaging, post-purchase emails, and call outs on paper instructions. Read More Log in to view content
Contents

Technology Category

Sensors - GPS

Applicable Industries

Education

Packaging

Applicable Functions

Logistics & Transportation

Product Research & Development

Use Cases

Indoor Positioning Systems

Virtual Prototyping & Product Testing

Services

System Integration

Training

Challenge

Springfree Trampoline, a premium brand known for manufacturing the world’s safest trampolines, identified an opportunity to improve the set-up experience for their customers. Despite having a white glove installation service, many customers preferred to assemble the trampolines themselves, a trend that increased during the pandemic. The assembly process was generally straightforward, but the steps involving the connection of the mat rods to the frame and jumping mat proved challenging. Proper body positioning and weight distribution were crucial for correct assembly, and two people were required to work in tandem. The company wanted to communicate these steps in a way that was easy to understand. Additionally, Springfree needed to provide clear and detailed instructions to their professional installation crews. The challenge was to bring the assembly experience into harmony with their premium product.

About Customer

Springfree Trampoline is a premium brand that has been in the industry for over 15 years. They are known for their patented design that eliminates 90% of trampoline product-related injuries by removing the springs and the steel frame at the jumping level. The company is committed to delivering the best possible customer experience and empowering families to get outside, be active, stay safe, and create memories. Their trampolines are often purchased for special occasions, making it important for customers to minimize the time spent on assembly and installation. The company also provides a white glove installation service, but many customers prefer to assemble the trampolines themselves.

Solution

To address the assembly challenges, Springfree partnered with BILT to enhance the assembly experience. BILT instruction designers worked with Springfree engineers to develop humanoids that demonstrated the correct physical positioning and weight distribution for both installers during the mat rod steps. The BILT app provided 3D animated instructions, voice and text-guided explanations, image rotation and zoom capabilities, and easy instant replay. It also provided additional information such as warnings, cautions, tools required, parts included, and warranty information. The app enabled customers to complete assembly tasks more quickly than with paper manuals or instructional videos. To maximize the benefits of using the BILT app, Springfree communicated its advantages through digital assets, packaging, post-purchase emails, and call outs on paper instructions.

Impact #1	The partnership with BILT has significantly improved the assembly experience and training for Springfree Trampoline. The 3D interactive instructions provided by the BILT app have proven to be a valuable tool for both DIY customers and professional installers. The company has noticed a reduction in calls to customer care teams, and when calls do occur, representatives are able to provide better assistance and shorten the call duration by directing customers to a specific step in BILT. Third-party installers have also been able to improve their training in the field using BILT. The app is particularly helpful for Springfree’s broad line of trampolines and accessories, reminding installers of steps that vary from product to product. Today, Springfree provides BILT instructions for their entire line of trampolines.

Impact #1

The partnership with BILT has significantly improved the assembly experience and training for Springfree Trampoline. The 3D interactive instructions provided by the BILT app have proven to be a valuable tool for both DIY customers and professional installers. The company has noticed a reduction in calls to customer care teams, and when calls do occur, representatives are able to provide better assistance and shorten the call duration by directing customers to a specific step in BILT. Third-party installers have also been able to improve their training in the field using BILT. The app is particularly helpful for Springfree’s broad line of trampolines and accessories, reminding installers of steps that vary from product to product. Today, Springfree provides BILT instructions for their entire line of trampolines.

Benefit #1	Significant drop in calls to customer support, especially related to the mat rod installation
Benefit #2	Reduction in call duration to customer care teams due to the ability to direct customers to a specific step in BILT
Benefit #3	Improved training for third-party installers using BILT

Benefit #1

Significant drop in calls to customer support, especially related to the mat rod installation

Benefit #2

Reduction in call duration to customer care teams due to the ability to direct customers to a specific step in BILT

Benefit #3

Improved training for third-party installers using BILT

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Overview

Springfree Trampoline Enhances Customer Experience with BILT

Operational Impact

Quantitative Benefit