Case Study - Aqua Deliciae

Learn how Aqua Deliciae decreased customer complaints by 73%, without expanding the customer support team.

Aqua Deliciae is a privately held enterprise in Germany providing and servicing water purification systems for household and commercial use.

INDUSTRY | Sales, and Distribution

LOCATION | Ibbenbüren, Germany

NUMBER OF EMPLOYEES | 30

SOLUTIONS | Corpedios, Customer Onboarding

The Challenge

Since its inception in 2004, Aqua Deliciae has built a significant customer base without forming a large in-house sales team. Most of the sales are from repeat customers, who purchased a water purification system and need to replace filters every 12-18 months. Aqua Deliciae services roughly 470 households across Germany. Since the company doesn't have a dedicated customer support team, they needed a solution to handle customers' requests for filter replacement and servicing.

The Solution

Aqua Deliciae initially came to Corpedios with the request to develop a training system for the sales reps. Aqua Deliciae wanted its sales to get involved with post-sales customer support. However, based on the diagnostic results, Aqua Deliciae has dropped this idea and instead decided to educate its end customers directly.

During the diagnostic, the Corpedios team looked at the frequency and type of customer requests, which needed to be handled by the support team to develop suitable training. The diagnostic revealed patterns in customer requests and identified the most common problem areas. For example, most customers could replace filters without seeking help but preferred to call a support line and order a maintenance service at extra cost.

Corpedios team looked at product-specific data: type of purification systems, details on spare parts, replacement elements, usage manuals, list of most frequent problems, questions, and answers. Corpedios helped the company collect and prepare that data internally. Corpedios team analyzed, segmented, and structured the data and rolled out a chatbot-based customer support system for all Aqua Deliciae customers.

Aqua Deliciae nudged its customers to onboard at Corpedios by offering a free membrane filter replacement (costing the company EUR 14) to everyone willing to install and login on to the app. Over three months, Aqua Deliciae onboarded 79% of its customers to Corpedios.

Results

• Saved 95K EUR per year on a customer support team

• Customer complaints decreased by 73% (based on the number of service complaint calls per month, measured over 6 months post-launch)

• Onboarded circa 80% of end-customers to the solution in 3 months

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