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Lack of visibility into customer care network and poor customer experience
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Difficulty in upselling new cleaning products and deep cleaning subscriptions
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Low adoption of AMC (Annual Maintenance Contract)
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Difficulty in measuring customer LTV, efficiency in customer care TAT, and customer loyalty
result -
25% increase in customer retention
-
Increase in new cleaning product visibility
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Over 6000 downloads of app within 2 months of launch
-
20% increase in AMC adoption
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Positive feedback from customers on the convenience and efficiency of the app and the customer care service
-
17% increase in customer LTV
-
20% reduction in customer care TAT
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Development of a customer care app that allows customers to easily schedule service appointments and provide feedback on the service
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Integration of the app with a network of plumber technicians to provide faster and more efficient service
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Expansion of the customer care network to increase visibility and accessibility
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Use of the app to upsell new cleaning products and deep cleaning subscriptions
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Promotion of AMC through the app to increase adoption
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Use of analytics to measure customer LTV, efficiency in customer care TAT, and customer loyalty
result -
25% increase in customer retention
-
Increase in new cleaning product visibility
-
Over 6000 downloads of app within 2 months of launch
-
20% increase in AMC adoption
-
Positive feedback from customers on the convenience and efficiency of the app and the customer care service
-
17% increase in customer LTV
-
20% reduction in customer care TAT