Keller Interiors

When a customer purchases flooring through the home improvement store and requests the support of a flooring installation professional, a Keller Interiors team member must coordinate an appointment between one of their trusted contractors and the consumer. This requires at least one phone call with the customer, a time-intensive process for an entire team of people within the company, as this results in hundreds of calls every day.

To streamline this process, we put this functionality in the hands of the consumer through a self-service web portal. Now, when Keller Interiors receives a notification from the store for a new installation, the system generates an email to the customer with a link to a web form. Here, the customer can confirm their contact information and schedule their installation by viewing a calendar of available dates. They can also send updates about their installation. In case they need to speak with someone at Keller, the system we built also provides live chat capabilities.

The new customer portal allows the Keller Interiors team to focus on other responsibilities, allowing the organization to expand and scale quickly to accommodate a growing customer base.