Whirlpool Case Study Summary
Whirlpool Corporation partnered with Registria to implement Photoregister SM, resulting in a 300% increase in registration rates for one brand, a 50% increase across all products, a 7-fold growth in extended service plan revenue, and improved onboarding and verified customer reviews by leveraging mobile registration and personalized offers to enhance customer engagement and satisfaction.
Initial Goals and About the Brand
Whirlpool Corporation started in 1911 as a small company in Benton Harbor, Michigan. For more than 100 years, its flagship brand has driven innovations, from introducing the first automatic washing machine in 1948 to winning more than 20 CES innovation awards.
Whirlpool was the first brand to pilot Registria’s Photoregister SM with the goal of improving registration rates and the onboarding process. After achieving their original goal, Whirlpool partnered with Registria to:
- 1.Drive newfound revenue streams during and after the point of registration
- 2.Develop their direct-to-consumer database
- 3.Drive higher quantity and quality of verified owner ratings and reviews
- 4.Drive improvement in owner satisfaction
Key Goals
- 1.Improve registration rates and onboarding experience
- 2.Drive new revenue streams
- 3.Grow their direct-to-consumer database and drive a higher quantity and quality of verified owner reviews
Challenges and Solutions
Challenge: Improve Registration Rates
Solution: Utilize Photoregister SM to offer a mobile registration channel to identify more customers.
"When a consumer proactively gives us their information they are twice as likely to engage with us and purchase extended service contracts, water filters, or respond to our marketing efforts." — Adam Aukerman (Customer and Appliance Care)
Challenge: Improve the Onboarding Experience
Solution: Use the mobile registration channel to offer customers personalized offers based on the product being registered.
Challenge: Drive More Positive Customer Reviews
Solution: Utilize the larger customer dataset gathered from more known customers to promptly solicit a review shortly after registration.
Results
- 300% increase in registration rates for one Whirlpool brand, and a 50% increase across all product types and brands
- 7X revenue growth in extended service plans as a result of Photoregister SM
- 8/10 people rate Photoregister SM as a positive onboarding experience
- 2X increase in quantity of verified product reviews, with an average increase from 2 to 4.5 stars
About Registria
Registria helps brands deliver exceptional ownership experiences to their customers. Their technology delivers highly personalized experiences across the product ownership lifecycle by identifying and onboarding product owners, creating direct sales and engagement channels, and giving owners the information, care, and support they desire.
Related
Thermacell Case Study Summary
Thermacell, a leading mosquito and tick repellent brand, aimed to boost product registration rates to enhance customer tracking, loyalty, and lifetime value, and achieved a sevenfold increase by implementing Photoregister™, a digital onboarding tool enabling easy product registration via mobile channels like SMS, Facebook Messenger, and WhatsApp, thereby transforming their registration process into a seamless, modern experience.
The Power of Reviews & Ratings
Customer reviews and ratings are crucial for consumer durable brands as they significantly influence purchase decisions by building trust and credibility, with 98% of shoppers relying on them—especially for expensive or unfamiliar products—and brands must therefore actively solicit authentic, high-quality reviews to meet consumer expectations and enhance sales.
Product Registration Overview Video
Registria partners with over 300 durable brands worldwide to revolutionize product registration through its mobile-led Photoregister℠ technology, which streamlines customer onboarding by automatically capturing key product and customer data, enabling personalized engagement, providing support resources, consolidating data into actionable insights via a real-time dashboard, and integrating seamlessly with existing tech stacks to foster lifelong customer relationships and enhance ownership experiences.
Shinola Detroit Case Study Summary
Shinola Detroit, a design brand known for timeless products and craftsmanship, partnered with Registria in 2021 to increase product registration rates from below 15% by implementing an improved digital registration system called Photoregister SM, enhancing owner onboarding with a clear value proposition around their limited lifetime warranty, and creating a universal in-product call to action to boost customer engagement, data accessibility across teams, and personalized service.
Product Registration and Onboarding Solution
ConciergeSM is a comprehensive post-purchase solution that centralizes product registration, dynamic resources, AI assistance, warranty management, ratings, reviews, and surveys to collect verified first-party data, enhance customer engagement, and build lasting brand relationships through a personalized, scalable, and seamless branded resource hub.
Registria Celebrates 10 Years
Registria celebrates its 10-year anniversary by reflecting on its transformative journey since 2015 with its award-winning Photoregister™ service, which revolutionized product registration into a mobile-first, engaging experience used by millions, resulting in over 45 million onboarding experiences, significant increases in aftermarket sales, substantial call center savings, and millions of personalized SMS communications that have strengthened brand-owner connections worldwide.