Client Background
Since 1984, Enerco’s Mr. Heater brand has delivered innovative technology and unmatched quality and service as America’s most popular brand of heaters. From its original tank tops to its patented buddy heaters, millions of consumers have enjoyed high-quality comfortable heat. Through innovative products, innovative marketing, and world class customer service, Mr. Heater is leading the way in portable heat.
Challenge
- Customers were on construction sites or in the field when they needed to order replacement parts
- A large % of parts ordered were incorrect (wrong model, wrong part #, etc) resulting in frustrated customers, increase in call center volume, and returns
- Mr Heater wanted to give their customers a visual, serial number / model number driven search so they could find the correct parts, reducing the budget on customer service and lowering returns.
The Envalo Solution
Interactive schematic ordering solution where a customer can search by model, serial number, or year of manufacture to identify the correct system and provide them with a visual schematic-based solution of the parts
Project Outcomes
- Reduced call center volume
- Empowered internal call center with visual tool (side effect)
- Easy to use interface so business users can upload and maintain schematics
- Competitive advantage for Mr Heater in their industry
