01 Challenge
Client faced a challenge where the number of product registrations was significantly lower than the number of units sold. Although customers had opportunities to register their devices and share data, there were limited incentives encouraging them to complete the registration process or opt in to share their IoT data.
This limited Client's ability to engage customers with personalized offers, recommendations, and value-added services based on their device usage and printing behavior.
Opportunity
To improve registration rates and customer engagement, Client identified the need for a value-driven program that would encourage customers to register their devices and share IoT data in exchange for meaningful benefits.
By gaining access to customer usage insights, Client would be able to provide targeted marketing campaigns, personalized product recommendations, and proactive service offerings tailored to each customer's printing behavior.
02 Solution
Developed Client+, a customer engagement platform designed to provide users with exclusive benefits in exchange for creating a Client+ account and granting access to device IoT data.
The Client+ program offers:
- Extended product warranty benefits
- Enhanced customer support services
- Personalized offers and recommendations
- Centralized access to Client products and services
- Data-driven customer engagement experiences
Higher registration
Incentives and simple workflows close the gap between units sold and products registered.
Usage insight
IoT data informs offers, recommendations, and proactive service moments.
Service integrations
Subscription and reorder journeys connect into one coherent customer experience.
Ready to scale
MVP architecture supports future dashboard enhancements without rework.
03 Approach
Implemented a user-friendly dashboard experience that serves as the primary entry point for Client customers. The platform was designed to provide a unified view of customer accounts, product information, subscriptions, and service offerings.
The MVP dashboard focused on delivering core functionalities while establishing a scalable foundation for future enhancements.
Key capabilities included:
- Client+ account management and registration workflows
- Access to device information and usage insights
- Integration with Refresh EZ Print Subscription services
- Integration with EZ Auto Reorder capabilities
- Personalized dashboard experiences based on customer behavior
- Scalable architecture supporting future dashboard enhancements
The dashboard design aligned with the broader customer experience strategy and leveraged a modern, intuitive user interface to maximize engagement and adoption.
Retention starts after purchase. Client+ connects product registration, IoT insight, and personalized service into one ownership journey.
04 Impact
- Increased Product Registration Rates
- Enhanced Customer Engagement
- Improved Customer Retention
- Personalized Marketing Opportunities
- Centralized Customer Experience
- Data-Driven Business Insights
- Expanded Cross-Sell and Upsell Opportunities
- Scalable Platform for Future Growth