BILT > Case Studies > Enhancing Installation and Reducing Support Costs: A VintageView Case Study

Enhancing Installation and Reducing Support Costs: A VintageView Case Study

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Applicable Industries
  • Food & Beverage
  • Retail
Applicable Functions
  • Product Research & Development
  • Sales & Marketing
Use Cases
  • Time Sensitive Networking
  • Virtual Prototyping & Product Testing
Services
  • System Integration
About The Customer
VintageView is a company that designs and manufactures modular label-forward wine storage solutions for homes, restaurants, and liquor stores. Their award-winning display systems have transformed the industry by moving wine bottles out of the cellar and into an architectural design feature. The company is committed to providing premium products and an impeccable customer experience, and their products come in a variety of patented display mediums. Each project is customized, and the company is dedicated to making the installation process as easy as possible for their customers, which include interior designers, custom builders, contractors, and architects.
The Challenge
VintageView, a company that designs and manufactures modern wine racks for both home and commercial displays, faced a significant challenge in improving their installation instructions to better support contractors working off the grid. The company's products come in a variety of patented display mediums, each project being customized, which made it difficult to create clear and understandable instructions for every component configuration or design choice. While VintageView’s explainer videos were adequate, they were time-consuming and expensive to update. Furthermore, the interior designers, custom builders, contractors, and architects incorporating their wine racks often worked on construction sites without Wi-Fi capability, necessitating a solution that could work offline. Additionally, the sales team was burdened with handling all installation-related customer service calls, detracting from their primary focus of closing sales.
The Solution
To address these challenges, VintageView partnered with BILT to create intuitive 3D instructions that are easy to understand, simple to update, and can be used without Wi-Fi. Within the BILT app, users follow voice, text, and animated images through each step of the installation process. Installers can go at their own pace, skip ahead or backwards, or instantly replay a step. They can tap on a part or tool for information, zoom in, and rotate images to get the just the right angle. VintageView added BILT demos to their ecommerce product detail pages, giving customers an opportunity to preview instructions during the design phase. This not only builds customer confidence but also showcases the quality of VintageView’s racking solutions. VintageView also provides pro contractors with information about BILT to help trade account partners understand the benefits of using 3D interactive instructions.
Operational Impact
  • The implementation of BILT's 3D instructions has led to a significant improvement in VintageView's operational efficiency. DIYers and ecommerce customers who use BILT make fewer calls to customer support, allowing sales reps to focus on closing deals rather than answering phones and explaining instructions. The 3D instructions also benefit trade account partners by reducing time on task and preventing costly mistakes like cutting steel components incorrectly. When a new product launches, VintageView directs contractors to the BILT app, providing them with the tools required, time needed, and step-by-step instructions. This has not only increased efficiency but also given VintageView more flexibility with their product design and update deadlines.
Quantitative Benefit
  • Reduction in installation-related customer service calls, freeing up the sales team to focus on closing deals
  • Decrease in time and cost associated with updating installation instructions
  • Ability to make changes to the 3D instructions within 24 hours

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