How does it work?
VELUX Club functions as a reward system for installers, but also provides valuable data across many departments to help increase sales and marketing efforts as well as customer experience and satisfaction.
Through the app, installers can easily scan a unique QR code on each window, after which they are sent a short questionnaire about the installation and the type of project they are working on. Upon answering, they receive points in their VELUX Club account.
The new system is a big step forward from the one currently in place in other regions, where the process of receiving points is significantly slower, because it is not as digitalized.
Gergő Horváth, Senior Installer/Dealer Communication Manager for Region CEE explains how the app is re-evaluated and improved on an ongoing basis thanks to installers’ feedback:
“We have created a reporting system where installers can send their feedback whether it is a change request, a bug, or a new feature they think is needed. We process all the data and try to incorporate it into the next rounds of development. Every month we have new features or bug updates thanks to the feedback and the real-life experience of our installers”, says Gergő.
Ambitious development and improvement plans thanks to relevant data
New developments are on the way this year with the efforts to make the app a “one stop-shop” for installers.
“The most anticipated development is the full-scope lead management”, says Gergő. “It will help us link end-customers to the best installers, get feedback about their experience with the full customer journey and identify the best partners who are willing to do more for VELUX and offer solutions to the customers. Our primary goal is to make the customer satisfied.”
A warranty certificate template is also in the works. “The certificate would be a warranty from the installers to the end-users that ensures the highest quality of installment. Thanks to the data we collect, we will be able to improve our targeted marketing campaigns. This will allow us to increase the number of accessories sold because we will be able to catch the missed sales opportunities”, explains Gergő. “Finally, we would like to also implement the partner program for the installers. It would be based on a rating system with different status levels, so one can move up or down on the scale depending on various factors from quality to quantity.”
Courage wins minds
In October, the project won the Win Minds award at the Growth Summit.
“We highly appreciate the acknowledgement of the project with the Win Minds award, especially because both the planning and preparation, as well as the development and implementation required many colleagues' involvement, dedication and knowledge, not only across the CEE region, but also in our VELUX Group functions”, says Marianna Kárpáti, Marketing Communications Director for Region CEE.
“We are still only at the beginning of the journey; however, we can already see that installers are happy about this new program. Those previously resistant to digital technologies are now regularly scanning QR codes with their smart phones. We get comments from installers on how to extend our working tool offers to better fit their professional expectations, and we plan to adjust the program benefits to meet their actual difficulties, such as providing fuel cards. All we need is Customer Centricity, Courage, and Agility to move forward”, she says.
On May 2nd, a soft launch in Bulgaria, Serbia and Bosnia & Herzegovina is planned. These countries will become a part of the VELUX Club but will not have access to all the features for now. Czech Republic, Slovakia and the Baltic countries are to follow in January 2024.