BRANDS & RETAILERS

TRINITY International Scales Customer Experience for Rapid Growth

TRINITY International, an eco-friendly storage, organization, and home solutions company experiencing rapid sales growth was seeking a partner to support their customer centric values and provide a superior customer experience. Read on to see how they partnered with BILT to define a better experience for their customers.

bamboo cabinet for kitchen storage
Trinity provides their customers with 3D BILT app instructions for assembly
AT A GLANCE

Challenge

Keep customer support costs analogous despite exponential growth

Solution

Provide an interactive option to help with customer assembly-related questions

Outcome

Assembly-related support calls did not increase as quickly as sales increased

TRINITY provides its customers with storage, organization, and home solutions products. They are a customer-centric company committed to delivering quality products that are easy to assemble. TRINITY products are sold globally through major retailers.

Scaling Customer Experience

Customer experience is at the core of what TRINITY does. They prioritize making the customer’s assembly experience a simple one.  From product design to the installation directions, TRINITY strives to provide an experience that is easy to understand and follow.

As the company began to see exponential growth, the leadership team sought to ensure their product assembly instructions were as accessible, comprehensive, and straightforward as possible. TRINITY also wanted to be able to set and manage assembly expectations by providing assembly times, number of people needed, and potential necessary tools at the time of purchase. While TRINITY sought to enable and empower their customers with assembly information, they found that investing in that experience also helped diminish customer service calls, and customer questions.

“We’ve grown our sales three-fold over the last couple of years, but our volume of calls has stayed relatively the same."
Cindy Lin with TRINITY International sitting in chair with stylish modern office windows in the background
Cindy Lin
Director of Operations, TRINITY International Industries

The Solution

TRINITY partnered with BILT to provide an interactive instruction option. The award-winning BILT app provides 3D interactive Intelligent Instructions® that are voice and text-guided. Beginning with a product overview, BILT displays tools required, the recommended number of people, and parts included while gently directing the assembly step-by-step. Users can interact by tapping on a part for more information, rotating the images to get just the right angle, and zooming in for details.  After set-up, customers can register the product with TRINITY and leave a product review.

“Because of the extended support, they (customers) are able to feel more confident purchasing the item,” says Cindy Lin, Director of Operations at TRINITY.

Play Video about Cindy Lin for TRINITY International

Results

Since partnering with BILT, TRINITY has steadily increased product sales without increasing customer support costs at the same rate.

They’ve seen a decrease in assembly-related calls due to the help of 3D interactive instructions. Additionally, the reviews on the BILT app reveals customers are using the app and having a positive experience while doing so – both with TRINITY and with BILT.

TRINITY offers this premium customer set-up experience through the BILT mobile app for a majority of its products. In addition to a better customer experience, TRINITY also receives customer and product insight that fuels continuous product improvement and additional growth.

My wife bought me this workbench for Christmas (early gift🎁) and I couldn’t be more excited! It arrived today and I immediately got to work assembling the workbench. The app-based institutions were easy to follow and everything fit perfectly...It looks great and is well built. I expect to enjoy many years of use with this great addition to my garage shop!

Texans1

After assembling the TRINITY 72″ Stainless Steel Workbench with BILT, NPS=10

The assembly was so easy and the app to follow is unbelievably simple to follow. If I can do it anyone can.

Rico

After assembling the TRINITY Garage Modular Cabinet with BILT, NPS=10

Very sturdy structure. Shelve adjustability is obtainable with a rubber mallet. The BILT Intelligent Instructions were critical to correct completion of the assembly.

Bezalel

After assembling the TRINITY Ecostorage 6-Tier Wire Shelving Rack with BILT, NPS=10​

Not only is it a beautiful, solid piece of furniture, it was a breeze to put together. It's exactly what I was looking for. The BILT app made putting it together a snap. Thank you!!!

Mandy

After assembling the TRINITY Wood Kitchen Cart with BILT, NPS=10

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