The team were excited to take on this project due to the clear benefits it would offer and the opportunity to work with a respected client to pioneer digital tech in such a traditional industry. The tool could be a game changer amongst the trades, allowing businesses to get on with the most important tasks, completing jobs and generating revenue. To be at the forefront of that development was a stimulating prospect.
Firstly, we needed to determine what was needed to automate the customer journey and streamline the administrative tasks carried out by the client. From here, our technical team could shape how the boiler tool would look and operate. Each step was mapped out with milestones so that client expectations were managed and meaningful progress could be made.
During the first phase of the product, we had to work closely with Celsius to gain an understanding of their craft. That meant how to determine what input displayed what boiler, how many rooms required servicing, the differences between combi boilers and heat only and their sub-requirements. Once the team understood the details, they could begin to develop the process behind the tool. The customer would have to navigate through this process and it would then produce options for them to choose from, including installation date and prices.
With customer service at the forefront of the client’s attention, the tool not only had to work for the client but the end user experience also had to be intuitive. The tool was tested at every stage, and regular communication with the client meant the features could be whittled down to exactly what was required so that the prospective customer could move through the tool easily.
Once this was established the team moved onto the next phase: integrating a finance tool. This had to connect to Vendigo to offer payment options, which required re-architecting and mirroring of the API calculation so that finance figures could display accurately. The integration of such a feature provided extended financing capabilities to customers, such as payment plans.