Problem

The Connected Portal team faced a significant challenge in gathering and analyzing customer data from various sources. The fragmented data created several issues, including missed opportunities, slow page loading speeds, and inconsistent data. HVAC dealers struggled to get a complete and unified view of customer data and HVAC system performance, leading to a poor user experience.

The main issue was that homeowner information was spread across multiple systems, making it difficult for HVAC dealers to understand their customers comprehensively. Additionally, essential data about HVAC system installations, maintenance histories, and warranties were stored in separate databases, causing inefficiencies in servicing and maintenance. Even thermostat data was isolated, preventing HVAC dealers from optimizing HVAC system performance.

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Solution

To address the challenges faced by HVAC dealers, we introduced a Customer Data Platform (CDP). This sophisticated system consolidates data from multiple sources, including CRM systems, HVAC databases, and thermostat analytics platforms. The CDP creates unified customer profiles by combining homeowner information, HVAC system data, and thermostat data. This provides dealers with valuable insights into their customers' needs and preferences.

The CDP also updates customer profiles in real-time ensuring that data remains current with the latest HVAC system maintenance, thermostat adjustments, and homeowner interactions. The CDP's data cleansing and enrichment processes eliminate errors duplicates while providing supplementary information to enhance accuracy. Overall the CDP serves as an architect behind the creation of comprehensive and unified customer profiles which helps HVAC dealers understand better and serve their customers.

Impact

Enhanced User Experience: The user experience soared to new heights. HVAC dealers could now provide proactive maintenance and support, scheduling timely HVAC system check-ups, and addressing thermostat issues before homeowners experienced discomfort.
Elevated Customer Satisfaction: Homeowners found solace in the personalized and proactive services, nurturing higher levels of customer satisfaction and brand loyalty.
Streamlined Servicing: Unified customer data streamlined HVAC system servicing, substantially reducing the time required for issue diagnosis and enabling expedited resolutions.

"The implementation of the Customer Data Platform (CDP) provided a holistic solution to the challenges of fragmented data and inefficiencies. It elevated user experience, optimized operations, ensured compliance with data regulations, and yielded tangible, positive results."

Team

Team Member #1 - Software Engineer
- Oversaw the creation and implementation of the platform
- Collaborated with stakeholders to ensure that all requirements were met
Team Member #2 - Data Analyst
- Analyzed customer data to identify trends and patterns
- Cleaned and enriched data to improve accuracy

Unified Customer Data Boosts HVAC Experience