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Customer Success Story
Workflows Help
Bath Experts to Reduce Customer Revisits by 50%
Before
After
“Fluix has saved us tens of thousands of dollars.
It’s incredibly valuable for us.”
Bob Camire, Co-Founder & VP of Sales at Bath Experts
Background
Bath Experts is an American home improvement company specializing in the transformation of residential bathtub and shower spaces.
The company was founded in 2019, and currently serves 7 locations across the states of Indiana, Ohio, and Kentucky. With a combined 60 years of expertise in the home improvement industry, Bath Experts’ customers are assured of the highest standards of craftsmanship, quality, and care.
From design to installation, the team at Bath Experts consistently put their customers and employees at the heart of what they do. Alongside their core offering of top-quality bathroom remodeling services, the team at Bath Experts are also deeply committed to supporting various charities in their local communities.
All of those efforts fuel Bath Experts’ goal of becoming one of the best bathroom remodeling companies in the United States.
Bath Experts joined Fluix in May 2021. The company’s Fluix use cases include capturing photos and measurements to add to project detail forms, as well as completing bathroom installation checklists.
Challenges
Bath Experts were confident in the excellent standard of service and top-quality products they provided, but the measurement and sales process at the customer’s location suffered from a lack of standardization.
- No uniform process for taking measurements and project photos at the customer’s location resulted in costly revisits.
- Lack of verifiable information risked specially-ordered parts not fitting correctly on installation day.
- Re-measure visits could negatively impact on customer satisfaction levels.
Workflow Solutions Implemented
Fluix worked with Bath Experts to create forms with ‘required’ fields, which helped them to introduce a standardized measurement and image capture process for sales and installation teams. Communication workflows between core teams brought efficiency and clarity across all projects and related processes.
Standardized Project Photos and Measurement Forms
‘Required’ form fields and sample photos for each stage of the measurement and installation process assure that job photos are correctly captured and attached to each form before it is submitted. Introducing this process resulted in a 50% reduction in customer revisits and associated fuel and labor costs.
“Fluix has saved us tens of thousands of dollars.
Bob Camire, Co-Founder & VP of Sales at Bath Experts
It’s incredibly valuable for us.”
Fluix Workflows Reassign Capability Fosters Team Alignment
Workflows in Fluix help to keep sales, installations, operations, and admin teams aligned across all projects. The reassign functionality assures real-time progression and approval of tasks, and avoids duplicate documents.
“With Fluix, accountability gets built into the sales and installation process,
Bob Camire, Co-Founder & VP of Sales at Bath Experts
eliminating loss/duplication of paperwork.”
Fluix Taskstreams Improves Operational Process Management
Taskstreams in Fluix allow Bath Experts to work with multiple forms at the same time. This includes adding finance documentation alongside project measurements and photos, providing a more comprehensive overview of each project from start to finish.
“We can’t order products without accurate photos and measurements. We use Fluix to verify the information gathered by the sales rep, so we can guarantee that what was sold to the customer will actually fit in their home on installation day.”
Bob Camire, Co-Founder & VP of Sales at Bath Experts
Results
- Standardized project photos and measurement workflows resulted in a 50% reduction in customer revisits, improving operational efficiency and saving associated fuel and labor costs.
- Parts ordering and installation labor needs can be planned for with pin-point accuracy, ensuring a stress-free experience for customers on installation day.
- An accurate measurement and installation process documented in Fluix has helped Bath Experts to maintain the high level of customer service and professionalism they’re known for.
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