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.
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
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
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
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