Case Study. Customer service is one of the successful marketing approaches

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The client is a European manufacturer of heating equipment with over a decade of experience in CIS countries. The company has a representative office in Ukraine, with regional dealers handling sales.

One of the company’s key priorities is engaging installation technicians. These technicians not only provide customer service for the equipment but also serve as the primary clients. While an average person may need to purchase a boiler once or twice in their lifetime, installation technicians make weekly recommendations to their customers on the best products to buy.

The company offers attractive cooperation terms: technicians receive training, earn certifications, and benefit from a specially designed bonus system.

GOAL

проблема

Expansion of the Customer Service Partner Network

Our Objectives:

  1. Compile a comprehensive database of heating equipment installation specialists in Ukraine.
  2. Determine whether and how often they install equipment manufactured by our client.
  3. Collect feedback on the client’s products from industry professionals.
  4. Engage installation specialists and companies specializing in heating equipment installation to collaborate with our client.

SOLUTION

решение

Compilation of an Installer Database

Our company received an order for such a service for the first time, so we could not accurately estimate the timeframe and labor costs. The client informed us that the complete database might consist of about 7,000 contacts. Based on this figure, we planned to complete the tasks within three months.

Actions Taken:

  • Launched parsing of websites belonging to companies providing heating equipment installation services, classified ad platforms, social media, and online stores. The total number of contacts found reached 8,000.
  • Exported the information into an XLXS report format for further processing.
  • Engaged call center operators to verify information by phone and survey installation specialists.
  • Filtered the database through phone calls, leaving only up-to-date data. The final list included only companies and specialists actively working in this field at the time.
  • Delivered the cleaned and annotated database to the client, with comments for each contact.

RESULT

результат

A Satisfied Client

  • The project was fully completed within three months.

    • The company received a complete and up-to-date database of installers across Ukraine.
    • Regional managers established connections with service companies and specialists.
    • The client expanded their customer service partner network in various regions by leveraging a bonus-based cooperation system.
    • Sales of heating equipment increased.
    • Collaboration with the company became a mark of success for service centers and installation specialists.

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