Chamberlain Group's Strategic Transformation through IoT
Technology Category
- Sensors - Camera / Video Systems
- Sensors - Level Sensors
Applicable Industries
- Education
- Paper & Pulp
Applicable Functions
- Product Research & Development
- Sales & Marketing
Use Cases
- Time Sensitive Networking
- Virtual Prototyping & Product Testing
Services
- System Integration
- Training
About The Customer
The Chamberlain Group is a leading provider of smart access solutions for residential and commercial properties. Their prominent brands, including Chamberlain®, LiftMaster®, Merlin®, and Grifco®, are used in millions of access applications worldwide. The company prioritizes safety and innovation in their garage door openers and is always seeking ways to enhance the customer experience. Their proprietary tool, the myQ Garage & Access Control app, allows customers to monitor and manage their garage door from anywhere, providing homeowners with peace of mind.
The Challenge
The Chamberlain Group, a leader in smart access solutions, was facing a significant challenge in improving the customer experience for their garage door openers. The primary pain point was the installation process, which was affecting product ratings and the adoption of their proprietary tool, the myQ Garage & Access Control app. The company was also struggling with low product registration rates, with only 3% of customers registering their products. This was a concern as registration allows the company to communicate directly with customers about product updates or recalls. Additionally, the company was under pressure to substantiate marketing claims about the ease of installation of their products.
The Solution
To address these challenges, Chamberlain Group partnered with BILT to provide 3D instructions to improve the accuracy of the installation process and enhance the overall customer experience. The company also implemented recommendations from BILT to increase the adoption rate of the myQ app. To boost product registration rates, the company leveraged the BILT app to provide quick and convenient access for customers to register their products. Furthermore, the company utilized BILT's analytics to gain insights into the time users spend on each step of the installation process and other valuable metrics. This data was regularly reviewed to identify any trouble spots and improve instructions. The company also conducted a side-by-side demonstration of a garage door opener installation to compare the customer experience of the BILT app versus a paper manual.
Operational Impact
Quantitative Benefit
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