Case Study

Plumber on Demand Platform for a leading Sanitaryware Brand

Improving Customer Retention for a Leading Sanitaryware Brand through an Integrated App and Plumber Technician Network

25%
Increase in customer retention

20%
Increase in AMC adoption

17%
Increase in customer LTV

objective :

To improve customer retention for a leading sanitaryware brand by building a customer care app, integrating it with plumber technicians, increasing visibility of the customer care network, upselling new cleaning products, and increasing AMC from customers.

challenges
  • Lack of visibility into customer care network and poor customer experience

  • Difficulty in upselling new cleaning products and deep cleaning subscriptions

  • Low adoption of AMC (Annual Maintenance Contract)

  • 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

  • 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

our approach
  • Development of a customer care app that allows customers to easily schedule service appointments and provide feedback on the service

  • Integration of the app with a network of plumber technicians to provide faster and more efficient service

  • Expansion of the customer care network to increase visibility and accessibility

  • Use of the app to upsell new cleaning products and deep cleaning subscriptions

  • Promotion of AMC through the app to increase adoption

  • 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