Case Study: Murphy Door Cuts Support Calls and Returns with BILT

How Murphy Door minimized friction to cut customer service calls, increase sales, and reduce returns

Murphy Door, an innovator in creative door solutions like hidden bookcase doors and Murphy beds, faced a significant challenge. Their customer service team was overwhelmed with time-consuming installation support calls, which were delaying sales calls and hindering revenue growth. The company sought a solution from vendor BILT to minimize this customer friction.

BILT provided 3D interactive instructions through its app, which empowered customers to self-guide through installations. This solution dramatically reduced installation-related support calls by 45% and decreased product returns. With the time saved, Murphy Door focused on sales, helping them nearly double their revenue annually for five years while their customer service team size remained unchanged.

Murphy Door

Jeremy Barker

Chief Executive Officer