Case Study: TRINITY enhances customer experience and controls support costs with BILT

TRINITY Enhances Customer Experience for Rapid Growth

TRINITY Industries International, an eco-friendly home storage and organization company experiencing rapid sales growth, sought to improve its customer product assembly experience to reduce returns and control rising customer support costs. To address this challenge, they partnered with the vendor BILT.

The solution implemented by BILT was its 3D interactive instruction app, which provides voice and text-guided Intelligent Instructions. This allowed customers to assemble complex products more easily and confidently. As a result, TRINITY was able to manage its exponential sales growth without a corresponding spike in support calls. BILT provided an extra layer of return protection and facilitated a direct connection with customers for support, helping to minimize negative reviews and returns.

TRINITY

Cindy Lin

Director of Operations