Case Study: Leading Doors and Windows Designs Manufacturing Company achieves 33% reduction in part-identification errors and delivers exceptional customer and agent experiences with eGain

Leading Manufacturer of Doors and Windows Designs Exceptional Customer and Agent Experiences With eGain Knowledge

A century-old, market-leading manufacturer of windows and patio doors with 23 North American locations, 13 manufacturing sites and 9,000 employees faced a knowledge and service crisis: thousands of SKUs, years-long agent training, and no diagnostic tools meant frequent part-misidentification (about 1 in 22 errors), 850,000 contact center calls a year, and a website built for technical buyers that drove consumers to call for help. The company needed faster, more accurate support for both agents and homeowners to protect its brand and service reputation.

The firm deployed eGain Knowledge+AI and SelfService+AI with patented eGain Guided Help on a cloud platform, launched a homeowner-focused self-service portal with visuals and videos, added image-based guided diagnosis, and linked the portal seamlessly to its online parts store. Results include a 33% drop in wrong-part identification, a stronger quality metric, 40,000 monthly self-service visits, 1,400 online part sales from portal leads, 100,000+ video views, and higher agent productivity and satisfaction.