Dulux 10 Year Guarantee Application – Case Study
Client Overview:
Dulux, a major paint manufacturer, implemented a 10-year guarantee program to differentiate itself in the competitive paint market.
The program offered a guarantee on any paint purchase, contingent on the customer registering the purchase with Dulux. Initially, this process was manual and involved significant logistical challenges and costs.
Client’s Challenge:
The manual guarantee registration process required customers to fill out a form, attach a copy of the receipt, and submit it in a drop box for physical delivery.
Dulux then had to collect these forms using drivers, leading to high costs in printing, delivery, storage, and verification.
Additionally, there was a risk of customers losing or misplacing their receipts and guarantees.
This inefficient system consumed hundreds of thousands of hours and a similar amount of money, affecting both customers and the company.
The Solution:
To address these issues, Dulux transitioned to an online registration system developed by Co-Foundry.
The solution allowed customers to register their purchase through a website by providing personal information, store details, and product information (including litres and product code).
The system then generated a PDF certificate, which was emailed to the customer or made available for download.
This digital guarantee could not be misplaced or lost, streamlining the process and reducing costs significantly.
Implementation Process:
The implementation process included several key steps:
- Project Initiation: The project started in 2010 and took 2-3 months to complete.
- Requirement Gathering: Understanding the client’s needs and the challenges of the existing manual process.
- Development: Creating a web application where customers could easily register their paint purchase and receive a digital guarantee. The backend system allowed administrators to manage and verify guarantees efficiently.
- Testing and Launch: Ensuring the system was robust and user-friendly (including mobile friendly) before launching it to the public.
- Maintenance and Updates: The system was last updated in 2023, ensuring it remained up-to-date and functional.
Outcome:
The new online application significantly reduced the manual effort, delivery, and printing costs associated with the previous system.
It provided customers with a convenient and reliable way to register their guarantees, enhancing their overall experience.
On the backend, Dulux employees could easily manage and verify guarantee claims, view analytics, and maintain control over which products qualified for the guarantee.
This system streamlined the guarantee process, improved customer service, and resulted in substantial time and cost savings for Dulux.
The successful implementation of this standalone system demonstrated Co-Foundry’s capability to transform complex manual workflows to simplified digital processes.