The ICE App Case Study

ice smart call

 

THE CHALLENGE

 

ICE approached us to help them to provide instant support to their customers precisely when they need it most, on the job. If a customer encounters a problem with the equipment whilst cleaning, they’ll need to contact the ICE customer service centre and wait for an engineer to attend their site, often meaning that the machine is unable to be used until the engineer arrives. ICE wanted to reduce equipment downtime and resolve queries and issues, as quickly as possible. For them this also meant improving efficiencies and cost savings, reducing unnecessary face-to-face visits and their carbon footprint.

 

THE SOLUTION

 

A mobile and tablet app that provides customers with instant, first-class technical support and necessary product information in the palm of their hand. We designed and built the new ICE App for their customers as an accessible addition to their online and telephone support. Freely available on Android and Apple devices the new app provides customers with:

 

SMARTCALL VIDEO SUPPORT

 

SmartCall connects customers with an experienced ICE technician to troubleshoot their cleaning equipment. Through a two-way video connection, they can show the technician parts of the equipment and error messaging. Using video allows the technician to gain a deeper understanding of the problem at hand and provide helpful advice straight away to resolve the issue or remedy a solution as soon as possible. The video call function integrates directly with the ICE support systems, streamlining their processes and reducing admin time.

 

PRODUCT INFORMATION

 

The app provides lots of information about each piece of equipment including; training videos, product manuals, imagery and brochures. This is perfect for the onboarding of new team members, familiarisation of new equipment and as a quick reference guide. All content is synced with the ICE website so it is never out of date and provides links to further information online should they need it.

 

FAVOURITE PRODUCTS

 

Customers can save their frequently used equipment so they can quickly access the information they need at a later date. The app also includes contact information, links to social media profiles and the website for more information about ICE.

 

THE RESULTS

 

Every month the app provides increased efficiencies and cost savings for ICE and their customers. Thanks to the app, ICE is able to:

 

  • Resolve 74% of all support issues without the need for a face-to-face visit
  • Deliver parts faster
  • Reduce the number of full-time engineers
  • Save on fuel and expenses

 

This equates to an overall cost saving of £250k every year. This release is just the starting point for their digital customer support, the ICE team is passionate about driving efficiencies and serving their customers better. They have lots of great ideas for the future so watch this space.

 

"Working with Rareloop has been such a refreshing experience. Over the years we’ve worked with lots of partners, and the Rareloop team went above and beyond for us. They’re organised, proactive and deliver excellent work. I’ve been seriously impressed with the clarity and simplicity of the user journeys. The app feels intuitive and easy to use, It’s exactly what I was hoping for."

 

JULIE KITCHENER​ - HEAD OF CUSTOMER SERVICE AND MARKETING

 

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