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TRINITY Enhances Customer Experience for Rapid Growth with IoT Solution
Technology Category
- Application Infrastructure & Middleware - Database Management & Storage
- Infrastructure as a Service (IaaS) - Cloud Storage Services
Applicable Industries
- Consumer Goods
- Retail
Applicable Functions
- Sales & Marketing
Use Cases
- Virtual Prototyping & Product Testing
Services
- Training
The Challenge
TRINITY Industries International, an eco-friendly storage, organization, and home solutions company, was experiencing rapid sales growth but faced a challenge in managing customer support costs. The company's leadership team identified that assembly-related issues were the primary reason for product returns. Despite many of their products being easy to assemble, they also manufactured larger items such as wall racks, cabinets, patio sets, tool chests, work tables, and benches. These items were intimidating to assemble for customers and even more difficult to return due to their size and weight. TRINITY aimed to improve their out-of-the-box customer experience beyond paper manuals or videos. They wanted to ensure their assembly and installation instructions were accessible, comprehensive, and straightforward to reduce returns, minimize customer service calls, and address negative reviews.
About The Customer
TRINITY is a customer-centric company committed to delivering quality products for home, commercial, and industrial storage and organization. Their products are sold online and through many major retailers. They manufacture a wide range of products, from smaller, easy-to-assemble items to larger, more complex items such as wall racks, cabinets, patio sets, tool chests, work tables, and benches. These larger items can be intimidating for customers to assemble and difficult to return due to their size and weight. TRINITY is committed to improving the customer experience and reducing the need for product returns and customer service calls.
The Solution
To address this challenge, TRINITY partnered with BILT to provide a 3D interactive instruction option. The BILT app provides Intelligent Instructions® that are voice and text guided. It begins with a product overview, showing users how many people and how much time the project will take, as well as the tools required and parts included. The app guides the project step by step at the user’s own pace. Customers can tap on a part for more information, zoom in for clarity, and rotate the 3D animations to get the right angle. The app also allows consumers to register their products, access warranties, and leave ratings and reviews. TRINITY promoted the BILT app on their website, retail marketing channels, boxes, and paper instruction manuals to ensure customers were aware of this enhanced customer experience.
Operational Impact
Quantitative Benefit
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