When, after twenty or thirty years, your Rheem water heater breaks down, you ring the Rheem call centre for help. Until recently, all Rheem could do to turn that caller into a repeat customer was refer them to a local plumber and hope that plumber installed a Rheem. We were engaged to help Rheem capture leads from emergency repair and replace enquiries to their call centre and convert them to sales via Rheem-approved plumbers.
To do a better job of capturing those leads, we re-architected the website so users with repair and replacement needs could quickly self-identify and follow an easy path to the right Rheem product for them. We also launched a chatbot that could direct those users to a Rheem-approved plumber. Additionally, through new online brochureware and video content, we equipped plumbers with the technical know-how to guide their customers to the right Rheem product. To breathe new life into a well-loved brand and complement the new site’s intuitive user-friendliness, we pared back Rheem’s signature red and designed a clean, white canvas that gave the familiar logo space to breathe.
