Digital Strategy

Handicare  TechTool.

Client Name

Handicare Stairlifts

Website

handicare-stairlifts.co.uk

Services

/ /

Handicare are a global manufacturer and supplier of solutions to help support and aid independence among physically challenged, or elderly people. As a long standing client, Handicare came to Pure with a brief to help streamline operations with engineers who install and maintain their stairlifts. Diagnosing faults involved lengthy phone calls whilst on-site, often trialling different solutions, before finding the offending fault and applying the correct solution. Handicare wanted to streamline this process by moving it online. 

Handicare TechTool.

When on site, stairlift engineers often come up against issues with the installation of the stairlifts and need guidance from Handicare’s technical team. The idea behind the TechTool platform was to shift dependency away from Handicare’s customer service team and on to a trouble shooting platform that gave engineers solutions to technical issues.

After a series of meetings and workshops with the client, a delivery team was established and project process agreed, that would allow Handicare’s marketing and engineering team to work with Pure’s website team, to create a platform that allows engineers the ability to troubleshoot issues and follow a process tree resulting in the correct solution for them.

The first stage was for Handicare’s engineering team to map out the fault trees that engineers would have to follow. This involved starting with top level questions and branching out to different routes depending on the answer given. This was accompanied by technical images and drawings to help explain the actions the engineers were required to take in order to move on to the next stage. Once the fault trees were finalised, Pure’s designers moved on to creating visuals of each stage from sign up to finding the solution for their fault or issue. The next stage was for the development team to build the platform, using the WordPress framework and bespoke coded templates.

The process.

Before launching, the platform was rigorously tested by both the Pure team and the Handicare engineering team, to ensure that the process was smooth and information was accurate. This was followed by testing with Engineers in the field and offering them a chance to feedback on the process.

The platform was extremely well received in the UK, with service calls vastly reduced and extremely high levels of usage reported on Google Analytics. Following the success, TechTool has been translated into 5 languages and rolled out to a global network of engineers. The platform is now regularly used by over 1500 engineers.

Due to the success of the engineer site, Pure have since built an end user version of TechTool which enables users to troubleshoot any problems with their Handicare stairlift and helps to reduce customer service calls and engineer call outs.

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Pure were able to take our brief and create an identity and website that exceeded our expectations. The Group now has a presence that backs up the quality of the work we do and the expertise of the people within the business. We have more projects on the horizon in the coming months and will happily work with Pure again.

Tina Jessop, Head of Brand and Communications at STRI Group

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Pure have worked with us on a couple of projects and we've found the team to be extremely capable and easy to work with. We thoroughly enjoyed the process and the outcome has been really well received. We very much hope to work with them again in the near future.

Claire Raynor, Marketing Director at Mamas & Papas

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Pure really spent time understanding our target audience and what we were trying to achieve and that shows in the end product. They were easy to work with and made the whole process smooth. We’re overjoyed with the results

Alan Town, CEO at Knightsbridge Furniture

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We have continued to work with Pure for a number of years now because they have the ability to correctly interpret the brief, then realise that brief through great set design. Their attention to detail regards lighting, mood and styling is on point. They are flexible and accommodating to work which really helps when deadlines are tight’

Zoe Milnes, Exhibitions & Events Manager, Camira

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After Pure’s great work on our other brands, Michelin and Energizer, it was already obvious that it was the agency we needed to help us launch the new Lynx car fresheners. Pure’s ability to offer a host of services, as an integrated consultancy, meant that it had the capabilities to service our requirements. We look forward to continuing to work with the Pure team moving forward after our launch of the car fresheners and on our other brands.

Alice Staker, Marketing Manager at Custom Accessories Europe

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Our membership concept is brand new for the equestrian market, we wanted to partner with an agency who would bring our idea to life, with strong brand, photographic and creative skills. We have been delighted with the results.

Liz Hopper, managing director of Harry Hall

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Pure has an established and excellent reputation as an agency, and in particular working within the automotive sector. We were impressed with Pure’s experience of developing strategic incentive campaigns that have proven and tangible results.

Henry Bisson, marketing manager at Ring Automotive

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The scheme developed by Pure is an exciting way to open up new doors for us. Working closely with the team at Pure we hope to bolster our brand to a wider audience, whilst also helping other mobility businesses within the industry.

Clare Brophy, Executive Vice President at Handicare Group