Improving Customer Service
cfm Distributors wanted to improve the customer service delivered by its HVAC/R contractors and increase the techs’ loyalty to cfm products. The company provides sustainable heating, cooling, and refrigeration solutions for home, office, and industrial. The contract techs work with a wide selection of premier brands—including York, Coleman, and Honeywell.
End-to-End Mobile Solution
Moblico developed a complete, end-to-end mobile solution for cfm— including the creation and management of a brand new rewards program for field techs. First, Moblico created a resource channel that helps customers get faster, better repairs from technicians—by giving them on-the-spot access to product manuals, replacement parts, and 24/7 tech support on their smartphone or tablet (a process that once took hours of driving back and forth to the shop).
Building Loyalty with Field Techs
Next, Moblico designed and executed an entire rewards program to encourage the HVAC techs to buy cfm products—and build loyalty to their brand. Techs now earn points every time they buy cfm products online or off the shelf by scanning an app at checkout. The program includes onshelf advertising that interacts with beacon technology in the app to notify techs of special offers and the rewards points values of different products.
Rewarding Techs For Purchases
Once techs collect a certain number of points, they automatically receive e-giftcards sent electronically to their smartphones—from places like Target, Netflix, Buffalo Wild Wings, and Olive Garden. The rewards change by season, holiday, and special event—and the program is managed entirely by Moblico, who handles all store signage, website banners, email campaigns, push messages, and mobile web surveys.