Client Background
Enerco, based in Cleveland Ohio, has been at the forefront of infrared combustion technology since 1955. This market-leading technology has allowed Enerco to build expertise in consumer heating products as well as heavy duty commercial and construction heating products. The company’s three market leading brands -- Heatstar, Mr. Heater®, and ENERCO Technical Products -- deliver safety and comfort worldwide.
Client Challenge
The popular heaters are often used on construction sites or in the field where they require periodic service and maintenance. Replacement parts are typically ordered from mobile devices including phones and tablets. The existing online ordering system lacked basic features to help customers easily identify model numbers and replacement parts. As a result, a large percentage of orders were incorrect, resulting in frustrated customers. They also experienced an increase in call center inquiries and order returns.
Mr. Heater wanted to develop a visual-based search using serial numbers and model numbers to help customers find the correct parts, reducing the burden on the customer service department and lowering returns. Envalo's previous work with the Mr. Heater brand effectively integrated back-end systems.
Our Solution
We built a public-facing portal that integrated inventory, CRM, warehouse and order fulfillment data into one centralized business portal. By leveraging this same technology, we built a similar system for customer service representatives.
The system has several additional features including the ability for reps to co-shop with customers. They are able to see what’s in the customer's cart, add additional items for the customer to review, or remove items that aren’t necessary.
Business Impact
The integrated portal reduced the number of necessary systems the customer service reps needed to use, with most of the information contained in one system. The department also achieved efficiency improvements because less time is spent on individual calls with customers. They also reduced the number of order errors, thereby reducing returns or future calls to the customer service center.
Our partnership with this customer continues today. We continue to support their internal and public-facing portals while providing consulting solutions that ensure a superior online customer experience.
Interested in learning more about how an integrated customer service portal can help your mid-market company? Contact us to learn more.
