An established heating company based in Kent, Swale Heating with over 40 years experience in the market. As an existing client, we have forged a strong relationship in the strategic delivery of their online platforms. The business identified a market shift in how heating systems were being quoted for. Our research showed more people looking to build a quote online and have the system fitted on a particular date. Without the need for onsite pre-inspection and a drawn-out quoting procedure.
We wanted to push Swale ahead of market place competition and build a system that was entirely customer-focused, easy to use and simple.
We worked with the swale team to fully understand the complexity of a heating system and what goes into building a quote for a replacement system. The combinations are almost endless, and there are a lot of moving parts to consider.
After understanding the flow completely, we knew we had to build a system that askes all of the right questions in a coherent way to a non-technical customer—making the experience as easy as possible.
We developed a fully bespoke user journey, built upon the Magento 2 system in order for us to manage orders, payments and customer services securely. The front end survey system was fully bespoke and created out of multiple customer workflows and scenarios.
Once a customer has completed a “quote”, the system passes all information to the engineering team to make sure everything is correct. The back office team can also request pictures or more information from the client on their existing heating system and amend the quoted accordingly.
The customer can then accept the quote and book the engineer to start the job, paying a deposit, the full amount or using the inbuilt finance calculator to spread costs.
The end result was a system that increased bookings by an extraordinary rate for Swale, to the point they needed to invest heavily on new engineers to keep up with the workload.