customer-satisfaction
Case Studies

100% Customer Satisfaction

Introduction

One of our most contemporary clients was a mass-producing company specializing in maintenance tools, cleaning equipment, and household fixtures. For transit, their packaging was referred to as durable and withstanding, pleasing to the eye in design with a texturized finish and maroon color. The appearance was stylish and attractive. Recently, however, the company has reached out to us and sought help with their product packaging. Their vision for the next two years is to transform their business to a globalized platform; due to poor customer reviews, they have been forced to limit their outreach endeavors.

Customer complaints about broken cases and damaged items have raised concerns about the level of protection of the merchandise during long-distance transit. The current packaging is not durable to withstand transportation, consequently affecting the company’s return in investment ratio.

Problem

Following a conversation with one of our product design specialists, we requested a sample of the current case used for transport. Using this data gives us an accurate analysis of the lacking features and specific causative factor that limits the protection of the items contained.

Our analysis revealed the issue lies in the material used to make the cases. The boxes were made from ABS material, a blend of three types of plastic; Acrylonitrile, Butadiene, and Styrene. These plastics are heated and molded in a process established to create a hard case. The level of protection achieved does not meet the standards required for the transit of heavy-duty items. Such a material is unable to withstand items such as tools in a tool kit, which are heavy.

The plastic used for normal travel luggage, for example, is cheaper and lighter than ones required to carry tools in tool kits. ABS material is not, therefore, suitable for a tool kit due to their light nature and breaking off easily with cargo bumps.

These inefficient cases were used to transport various forms of luggage and occasionally will require a blend of another material to make them more durable.

Our Solution

We had to offer our custom Molded cases.

Our Polyethylene blend is light and exceptionally durable, so much so that they are fit for the transportation of even the heaviest of tools. With a foam interior, each instrument is held down in place during tedious transits. Other segmentations and interiors can be created to accommodate smaller tools and customized to increase the possibility of holding more tools and equipment. Best of all, these cases can be designed in any shape and size desired.

Our solution is made to fix multiple hurdles for this business:

  • Reducing warranty claims
  • Minimizing return
  • Maximizing their product values
  • Maximizing customer satisfaction and rate of repeat customers

Results

The company stuck to its original design with a few adjustments, including a gloss finish and different product shapes. After a few consultations, a mock-up replica was drawn and sent for review.

Once our design was accepted, tests were held the weeks prior to the execution of the finalized product. Our finalized item is guaranteeing the solidity of the case. To test this, with direct instructions from our specialist, the case was dispatched to two distant, but known company locations. After experimentation, the case passed every specification.

Conclusion

A few weeks after the official purchase, the company reported an overall increase in customer satisfaction and not a single reported complaint. The company’s product range was no longer restricted, which provided a more comprehensive market scope with significant marketing opportunities.