Digital platform to reduce operational costs and improve business efficiency.

Client
Intex
Sector
Retail

Intex Wetset (part of the John Adams family) are market leaders in above ground pools and inflatables.

From spa pools to airbeds and kayaks to inflatable flamingos, Intex has always set the benchmark for innovation and excellence.

Customers purchase Intex products from a UK retailer and then go direct to Intex for information on warranties and to purchase spare parts. Helping customer identify the correct spare part can be time consuming for Intex as some of the products are more complex than others. To help customers easier diagnose any issues or replace lost parts, Intex & Tribus Digital worked together to create a new digital platform.


Services
Digital, Brand Strategy, Planning, UX, Website Design, Website Development, CMS, and Ecommerce

Achievements

Reduced the time a customer needs to solve an issue
Increased customer satisfaction
Saved time and resources internally at Intex

Troubleshooter

Whilst the platform allows customers to add in or search for their product number, it also helps customers solve their issue

The troubleshooter funnels customers to the solution, by way of a series of questions, like a mini quiz. By answering these questions, the customer is able to diagnose their issue, without needing to call Intex, saving them time and also helping to solve their issue smoothly. This reduces the number of calls to the Intex customer services team and allows Intex to easily track and analyse trends.

Customers often find they misplace their instructions or need help assembling their products. Easily signposting, FAQs, videos & manuals was a crucial element of the platform, helping customers to access the relevant content needed.