BOXT are the UK's leading e-commerce boiler installation company, with 100's of installs performed daily.

Customers, having spend upwards of £4k have a significant need for reassurance post purchase and pre install.

Development of the customer app had clear business needs, from increasing LTV of customers to reducing inbound operations inquiries.

However, it was unclear what value the app would bring to customers, with the fear that the apps scope for use was limited to pre installtion only.
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To identify post-install user value we conducted multiple depth interviews with customers, operations and engineers to better understand the needs and perceptions of our customers.

User research identified customer value could be created pre-install with signposting and assurance for customers. Our most impactful discovery was that post-install customers desperately wanted access to their warranty and service documents but had no way of easily accessing or requesting them. These discoveries helped ensure the development of an application that was 'sticky' post-install.

Since launch in February 2023 we have achieved over 32,000+ downloads with 90% of customers downloading the application post purchase / pre install. Trustpilot reviews are overwhelmingly positive with the signposting in the app being sited as reducing customer concerns pre-installation.

• Customers with the iOS app have a 7% higher NPS score than those only using the website
• Inbound support calls tagged 'warranty' have dropped by 76%
• Year-on-year we’ve seen a 1-point increase in customer NPS score
• The app has delivered incredible results for cross-selling Home Cover, with a 109% increase in conversion rate in the app versus the website

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