BRANDS & RETAILERS
Chamberlain Modernizes Installation to Reach Strategic Goals
Learn how the garage door opener manufacturer improved key customer-focused metrics by revolutionizing the installation experience.
AT A GLANCE
Challenge
Overcome the pain point of installation and improve product ratings and myQ adoption
Solution
Provide 3D instructions to increase instruction accuracy and improve the installation experience
Outcome
Increased star ratings, NPS, myQ adoption, and product registrations
The Chamberlain Group is a leader in smart access solutions across residential and commercial properties. Their prominent brands—including Chamberlain®, LiftMaster®, Merlin®, and Grifco®—are found in millions of access applications worldwide.
While prioritizing safety and innovation for their garage door openers, Chamberlain Group is always looking for ways to improve the customer experience.
“We believe in customer-centricity in everything we do,” says Chamberlain Group Product Manager George Rassas. “We want to understand and mitigate customer pain points and delight our customers with the best possible experience.”
Boosting Net Promoter Scores
With marketing budgets being slashed during difficult economic times, Rassas feels companies must increasingly rely on positive customer reviews and word-of-mouth to drive sales.
Chamberlain Group’s research indicated that installation was a significant pain point for customers. So they partnered with BILT to simplify this process—and the results showed an increase of up to +0.40 in star ratings.
“Our products’ Net Promoter Scores® (NPS) are improving with 3D instructions,” says Rassas. “About 70% of BILT users rate their experience as a 9 or 10 and would recommend Chamberlain Group to a friend. And that’s because the installation process has become so much easier.”
Chamberlain Group now features BILT on their product carousels and customer pages.
Increasing App Adoption Rates
Chamberlain Group’s myQ Garage & Access Control app is a proprietary tool that enables customers to monitor and manage their garage door from anywhere. Since the app is an important differentiator and provides homeowners with peace of mind, the company wants to see strong adoption rates from its customers. Initially, only 6% of BILT users downloaded myQ from a link provided in the BILT app. After conversations with BILT, the Chamberlain Group team implemented recommendations which increased the adoption rate to 22%—a level that pleased Chamberlain Group leadership.
“The BILT team is great to work with,” says Rassas. “They benchmark our problems and come to us proactively with well-designed solutions. They can make changes in real time, and we can test the results. It’s awesome.”
Lifting Product Registration Rates
Chamberlain Group also wants to encourage customers to register their products so they can communicate directly with their customers about product updates or recalls.
Generally, only 3% of Chamberlain Group’s customers register their products. However, 13% of BILT users did this, thanks to quick, convenient access in the app (instead of having to go online or mail a form).
Delivering Insightful Analytics
BILT’s analytics show the amount of time users spend on each step, along with other valuable metrics. The Chamberlain Group team regularly reviews the data to see if any trouble spots appear and works with BILT to clarify and improve instructions so their customers can complete the installation process as quickly and easily as possible.
One retailer asked Chamberlain Group to substantiate marketing claims that indicated one of their most popular garage door openers was “easier to install.” After examining the BILT data, Chamberlain Group could prove that customers completed the installation in an hour less on average than the company’s other openers.
What About ROI?
Cost is always a consideration for organizations. One leader in Chamberlain Group’s finance department wanted proof that the return on investment into 3D interactive instructions justified the cost. He requested a side-by-side demonstration of a garage door opener installation at his home in order to compare the customer experience of the BILT app versus a paper manual.
Keep in mind, a garage door is the largest moving part of a house and installing a garage door opener isn’t an effortless process. If the installation team or a DIY homeowner doesn’t have the right instructions, it can create a frustrating and potentially dangerous situation.
“Our paper instructions were written internally by a technical team in conjunction with our engineers,” says Rassas. “But sometimes you get so close to your product—and you understand too well how everything fits together—that you don’t explain the process clearly enough to those who are less familiar with it.”
During the demo, another Chamberlain Group team member took notes comparing the accuracy and level of detail provided in the paper instructions compared to the BILT app. At the end, he had two full pages of suggestions on improvements to the paper instructions. He didn’t recommend a single edit to the BILT app.
“Our Finance leader was amazed,” says Rassas. “It proved to him the money we’re spending is justified. BILT simplifies the installation process and enriches the lives of our customers. Then there’s the data analytics, customer feedback, and other support BILT provides, too. It’s well worth it. The board of directors appreciates the value BILT provides to our company.”
Another proof point that became obvious during the demo was that some Chamberlain Group instruction manuals are difficult to manage. At 30-40 pages long, it can be cumbersome for installation crews or homeowners to keep track of what page they’re on. On BILT, each step appears on a user’s phone screen one at a time. It’s easy to replay a step or skip to the next one without having to fumble through the pages or even rewind a video. BILT also provides users the ability to rotate the 3D animations to view from any angle and zoom in for clarity when necessary—something that’s not possible with traditional print instructions or video.
Conclusion
After partnering with BILT, Chamberlain Group saw an increase in instruction accuracy, myQ adoption, star ratings, Net Promoter Scores, product registrations, and data analytics while delivering a superior customer experience.
“I would highly recommend BILT to other brands,” concludes Rassas. “If you’re serious about improving your NPS—and especially if you have a product that’s a little more difficult to install—BILT takes away a lot of the pain and frustration. Customers are actually delighted by the BILT experience. BILT is one of the reasons we’ve been so successful as a company.”
So far it is an excellent garage door opener. The BILT app for installation was an excellent step by step aide that made the install as easy as it gets. After the install, the MyQ app worked flawlessly.
After installing the Belt Drive Garage Door Opener, 5 stars
This opener was bought to replace a very old chain drive opener. This Chamberlain unit is SO quiet comparatively. And the step-by-step BILT directions were very easy to follow. I've already bought a second unit and have put it up as well.
After installing the Belt Drive Garage Door Opener, 5 stars
Assembly, install and operation area breeze and the BILT app that gives you step by step instructions make it that much easier. First time ever installing an opener and it was simple.
After installing the LED Belt Drive Garage Door Opener, 5 stars
Easy install. The automated BILT instructions with 3d visuals is incredible! Who needs YouTube?
After installing the LED Belt Drive Garage Door Opener, 5 stars
If you want an ultra-quiet garage door opener, this is it! The 1 1/2 horsepower motor gives it enough power for even the heaviest doors. I had to buy the extension kit for an 8 foot high door. The best part was the BILT app for the B970. It takes you step-by-step through the entire process and even calls out the specific hardware to use at each step. Once installed, the remotes are pre-programmed for the opener, so you’re ready to go. It took me a little longer than usual (~6 hours) since I had to remove the old opener, move a ceiling storage unit, and move the ceiling mounts for the motor. Other than that, BILT made the entire process fairly foolproof.
After installing the Belt Drive Garage Door Opener, 5 stars
