Streamlining Service Through a Strategic Customer Portal
Longtime Soliant Consulting client, Keller Interiors, partners with the second-largest big box home improvement store in the United States to deliver reliable, high-quality floor installations for consumers.
Our team worked with the organization to build a solution that makes its installation appointment-setting more efficient by automating some of their manual processes.
When a customer purchases flooring through the home improvement store and requests the support of a flooring installation professional, a Keller Interiors team member must coordinate an appointment between one of their trusted contractors and the consumer. This requires at least one phone call with the customer, a time-intensive process for an entire team of people within the company, as this results in hundreds of calls every day.
To streamline this process, we put this functionality in the hands of the consumer through a self-service web portal. Now, when Keller Interiors receives a notification from the store for a new installation, the system generates an email to the customer with a link to a web form. Here, the customer can confirm their contact information and schedule their installation by viewing a calendar of available dates. They can also send updates about their installation. In case they need to speak with someone at Keller, the system we built also provides live chat capabilities.
The new customer portal allows the Keller Interiors team to focus on other responsibilities, allowing the organization to expand and scale quickly to accommodate a growing customer base.
About Keller Interiors
Founded in 1994, Keller Interiors is a family-owned, family-oriented flooring installation company based out of Georgia but with customers and contractors in 33 locations across 15 states. The organization is an innovative leader in the flooring installation segment of the home improvement industry.