Unlocking Hidden Benefits: Murphy Door's Success with BILT

Applicable Industries

Paper & Pulp
Telecommunications

Applicable Functions

Sales & Marketing

Use Cases

Time Sensitive Networking
Virtual Prototyping & Product Testing

Services

System Integration

The Challenge

Murphy Door, an industry innovator in creative door solutions, was facing a significant challenge in 2017. The company was struggling with the high volume of installation support calls, which was putting a strain on their sales team. The team was spending a considerable amount of time resolving assembly and installation issues rather than focusing on sales. The company was using traditional methods such as paper instructions, demo videos, and phone calls to assist customers with installation. However, these methods were proving to be time-consuming and inefficient. The challenge was to reduce this installation friction and free up the sales team from handling support calls.

About The Customer

Murphy Door is a leading innovator in the door solutions industry. The company specializes in manufacturing customizable hidden bookcase doors, dresser and hamper doors, and Murphy beds that add functionality to wasted space. Founded in 2012 by firefighters seeking supplemental income and a flexible schedule, the company is customer and employee-centric. CEO Jeremy Barker believes in the importance of eliminating friction in the customer experience to ensure both happy employees and customers. The company has been recognized as one of the fastest-growing companies in America, making the Inc. 5000 list for the last four years.

The Solution

Murphy Door found a solution in BILT's 3D interactive instructions. The company became one of the first 30 brands to provide these 3D Intelligent Instructions®. With their products available in BILT, sales reps could direct callers to the mobile app, which helped identify exactly where the installer was facing difficulties. The 3D animations provided a clear understanding of the next steps in the installation process. This not only reduced the number of calls to support but also shortened the duration of the calls they did receive. The 3D interactivity allowed users to view each step from every angle, zoom in, spin the animations around, and understand where the parts fit together. Despite initial concerns about the cost of this high-tech solution, the company found that it significantly reduced their return rate, leading to substantial savings.

Operational Impact

The implementation of BILT's 3D interactive instructions had a transformative impact on Murphy Door's operations. The solution significantly reduced the burden on the sales team, allowing them to focus more on sales rather than handling support calls. The company also saw a decrease in the number of returns, leading to substantial cost savings. The 3D instructions provided a better customer experience, as evidenced by the high ratings given by users. The company's reputation also improved, with Murphy Door becoming the #1 recommended brand for hidden door solutions. The company's growth has been so significant that it has made the Inc. 5000 list of fastest-growing companies in America for the last four years.

Quantitative Benefit