Customers enter their Zip code to view the details
(including approximate fees) of the NBI installer covering their location (87%
of zip codes entered are now covered).
The customer can request the installer’s information by defining the
service required (Measure & Install, or Install only, and the number of
windows) and entering their name, phone number and email address.
They are then lead
through 3 simple screens where they further define the nature and current stage
of their project. They then see the full
name, phone number(s) and email address of the NBI installer that we have
assigned.
NBI emails:
* to the customer a full confirmation of the
request, the installer’s details, and NBI’s Terms of Service
* to the installer a “work request” with the
customer’s details
* to the introducing web site a confirmation of the
initial request.
The customer and
installer make contact, discuss the scope, timing and cost of the project – and
the customer decides if they wish to proceed – and updates the Job Page
accordingly.
If the customer wants the
installer to measure the windows, an appointment is scheduled. Once the windows have been measured, the
customer pays the installer for the measuring service.
The installer faxes the completed
measure form to NBI, where it is scanned and placed online. An email is sent to the customer and the website,
alerting them that the measure form can be viewed online via the Job Page.
The customer can either place the order
online, using the measurements provided, or call the website sates staff, who
also have access to the measure form.
Once the blinds or shades have been
delivered, and the customer confirms that they are correct, they make an
appointment with the installer to complete the work. When the blinds or shades have been
installed, the customer pays the installer for that service and the Job Page is
updated to indicate that the project is complete.
After installation, the
customer is asked to complete a simple, 12 question, Customer Completion Survey
and around 80% of customers now do so.
The results of the surveys are provided to the web retailers.
Installers set their own fees. Approximate fees are displayed when a Zip
code is entered, and emailed to each customer.
Specific charges for each job are agreed between customer and installer
before work is started. Charges may be
included for taking down existing blinds, high ladder work, installing into
concrete, trash removal, extended travel, etc.
NBI Installers offer customers
workmanship guarantees. Measurements are
guaranteed so that, if they are wrong, the blinds are either modified or
re-ordered at no cost to the customer, and installation workmanship is
guaranteed for 12 months.
Should a problem arise with a job, NBI
works with the installer and web retailer to resolve it. We also provide customers (via their Job
Page) a simple onsite troubleshooting guide.
NBI selects installers after they
complete a lengthy questionnaire, agree to NBI’s terms and conduct standards,
and pass an interview that probes their knowledge, experience and work
ethic. Once accepted into the NBI
network, our system constantly monitors 23 metrics for each installer
based on their performance and customer answers to NBI’s Completion
Survey. These metrics are compiled in
real time to create an online “Report Card” for every installer. Weak installers are counseled and, if they do
not improve, replaced.
When a
customer enters a Zip code and more than one installer covers that area, the
system decides which installer to match with the customer based in part on
their Report Cards scores. In this way
better installers receive more work.
NBI monitors each installer’s activity via Job Page updates
and customer surveys.
Our standards are high
and over 60% of all installers that have applied to join the NBI network have
been either rejected because of their questionnaire or interview, or removed
from the network for poor performance.
NBI’s operation is based on a sophisticated and extensive
Internet based system.
The NBI Locator can be implemented in a few
hours. We provide the simple HTML code
to add to a web site to display the Zip code entry box, display customer
comments and track page views. All other
functionality is run from NBI’s servers but, because the NBI Locator appears to
run within a web site, customers believe that they stay on the internet
retailer’s site.
NBI’s system maintains a unique “Job
Page” for every request, which can be accessed and updated at any time by the
customer, installer and website who all receive the URL for every Job they are
associated with. Access to the Job Page
is controlled using security codes in the provided URLs, so that confidentiality
is maintained.
The Job Page provides:
* the current status of the project
* the customer’s details
* the installer’s details
When the Job Page is updated emails are
automatically sent to those who need to know.
For example, when the completed measure form is uploaded by NBI, emails
are sent:
* to the customer, advising that they can view the measure
form online
* to the installer, acknowledging NBI’s receipt of the faxed
measure form
* to the website, advising that the measurements are now available
online, so the customer can be contacted to place their order.
CSRs can initiate installer requests for
customers, via their “Job Look-UP” page (see below) and the Job Page includes a
“CSR Note” allowing CSRs to annotate jobs.
Each website has a secure Resources Page, giving:
* Full implementation instructions
* NBI’s contacts and terms
* A Job Look-Up page, allowing outstanding installer
requests to be selected via multiple criteria, and Job Pages to be viewed and
updated.
* An Activity Reports page, with management reports
detailing and analyzing all aspects of the requests initiated via that website.
September 1, 2009
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Copyright 2010, Nationwide Blind Installation. All rights reserved.