Murphy Door needed to reduce installation friction to relieve their sales team of time-consuming support calls. As an industry innovator in creative door solutions, the company manufactures hidden doors, drawers, bookshelf systems, closet spaces, and beds.
Murphy Door relied on paper instructions, demo videos, and customer support to address installation or assembly questions. Since the inside sales team handles all customer support calls, they learned that the volume of assembly and installation calls took much more time to resolve than sales calls. “So, every time a support call came in, we delayed a sale,” says Jeremy Barker, CEO of Murphy Door. “It was affecting our revenue.”
Barker states that “it’s very empowering to go through the BILT 3D instructions at your own pace with the app talking you through it. To be able to hit instant replay and watch a step from a different angle is a huge asset.”