01 Challenge
Client Canada experienced a significant gap between the number of products sold and the number of products registered by customers. While multiple opportunities existed for customers to opt in and share their information, there were limited incentives encouraging them to complete the registration process or consent to sharing IoT data.
This reduced Client's ability to build stronger customer relationships, deliver personalized experiences, and leverage valuable device usage insights for future engagement initiatives.
Opportunity
The opportunity was to create a compelling value proposition that would encourage customers to register their devices and participate in data-sharing programs. By offering meaningful benefits, Client could increase registration rates while gaining access to valuable IoT data.
This would enable Client to provide personalized offers, recommendations, and services based on customer printing behavior while improving overall customer engagement and retention.
02 Solution
Implemented Client+, a customer engagement program that rewards customers for registering their products and granting access to device IoT data. The platform provides exclusive benefits while creating a stronger connection between customers and Client's digital ecosystem.
Client+ delivers several customer-focused benefits, including:
- Extended warranty coverage
- Enhanced customer support services
- Personalized offers and recommendations
- Access to a centralized customer dashboard
- Improved visibility into device information and services
Value exchange
Meaningful benefits motivate registration and consented IoT data sharing.
Central dashboard
One place for products, subscriptions, support, and personalized offers.
IoT insights
Device usage data powers recommendations and proactive service.
MVP foundation
Core capabilities shipped first with room to scale enhancements.
03 Approach
Developed a modern customer portal that serves as the primary entry point into the Client+ ecosystem. The dashboard was designed to provide a seamless user experience by consolidating product, account, subscription, and service information into a single location.
The initial MVP release focused on delivering core dashboard capabilities while establishing a scalable foundation for future enhancements and planned upgrades.
Key dashboard capabilities included:
- Client+ account creation and management
- Product registration and enrollment workflows
- Device information and usage visibility
- Integration with Refresh EZ Print Subscription services
- Integration with EZ Auto Reorder functionality
- Personalized customer recommendations and offers
- Centralized access to Client services and support resources
The dashboard design was aligned with Client's broader customer experience strategy and followed the user portal concepts being developed by the customer experience team to ensure consistency across digital experiences.
Design for adoption. Incentives, clarity, and a single dashboard experience make registration feel valuable, not optional busywork.
04 Impact
- Increased Product Registration Adoption
- Higher Customer Engagement and Retention
- Improved Access to IoT-Driven Customer Insights
- Personalized Marketing and Recommendation Capabilities
- Enhanced Customer Support Experience
- Centralized Access to Products and Services
- Scalable Foundation for Future Dashboard Enhancements
- Improved Customer Satisfaction and Loyalty
Project outcome
The Client+ platform established a strategic foundation for strengthening customer relationships through value-driven engagement. By combining product registration, IoT data sharing, personalized experiences, and integrated services within a unified dashboard, Client Canada created a scalable ecosystem designed to support future business growth and customer success.
The planned release date for the project was June 24, marking a significant milestone in Client Canada's digital transformation and customer engagement journey.