While some HVAC dealerships’ sales are cooling down during COVID19, others are heating up. The difference? A sleek digital transformation.
Trane Technologies offers elite membership for dealers
Over 20 years ago, Trane Technologies, one of the nation’s largest manufacturers of heating and cooling systems, decided to partner with its dealers through an “elite” program. Dealers who met certain criteria would receive benefits from the company to boost their online presence. These benefits included online lead generation, social media advertising, and online banners.
After many years of success, Trane wasn’t pleased with the value they were providing, and dealers were having a hard time gauging the true worth of some of the program’s non-quantifiable benefits. Concerned, Trane executives began brainstorming ways to deliver more effective and measurable value to their elite members. It was time to level-up their dealer elite program.
Podium gives dealers tools for a sleek customer experience
Like any successful business, Trane knew that manufacturer sales depend not only on the product itself but on the customer experience as well. After talking it over, Trane executives scrapped the program’s old benefits and focused afresh on improving the customer journey.
Most modern consumers expect a sleek digital experience, from the first impression to a done deal. In response, Trane revamped their elite offerings to allow members to choose from a list of software products and services to enhance their digital presence.
Out of those software solutions, more dealers chose Podium than any other platform.
Dealers who chose Podium increased revenue for Trane by 8% more in sales than those who didn’t
Through Podium, these dealerships began interacting with website visitors, texting customers, boosting their online reviews, and implementing touch-free payments. This provided a smooth and personalized experience unmatched by competitors. In fact, during COVID19, dealers with Podium delivered 8% more revenue for Trane than those that did not.
Suddenly, Trane’s elite program was providing the type of value they always envisioned.
“Getting Podium through Trane’s Elite Program has been a huge benefit,” said Gary Nordin, Head of Information Systems at Renaud Electric Heating and Cooling. “We have seen the value immediately. We are glad that Trane sees the value too and made the move to a better process in collecting reviews and growing our business.”
Since January, Elite Trane dealers who choose Podium have, on average, experienced:
- 402% increase in online reviews
- 77 website visits per month converted to phone calls
- 15% conversion of web chat conversations to actual sales
- 4% Positive YoY growth despite a global pandemic
“It is very clear how important customer experience is to the success of our business. Our dealers’ ability to connect with customers should drive strong online reputation scores and provide a better home owner experience. Now that thousands of our elite dealer partners are operating their businesses with Podium, they are delivering a higher quality customer experience to home owners. Podium is helping Trane Technologies deliver a differentiated experience which has translated into meaningful growth of our business.” – Jason Bingham, President, Residential HVAC & Supply
Pandemic or not, our goal is always to help companies like Trane delight their dealers’ customers through a seamless digital experience.
Aptly put by Katherine Shin, Trane’s President of Customer Experience:
“When customers are happy, the dealer is happy, and when the dealer is happy, the manufacturer is happy.”
And when you’re happy, we’re happy.