Increasing contractor engagement with an enhanced partner experience

Outdated technology created a participation barrier 

The program’s existing technology lacked the ability to meet contractors where they were: on the go, out in the field and in the midst of jobs. 

Besides lack of mobile-friendly functionality, the platform’s job-logging process—a key piece of how contractors earn—was lengthy, with unnecessary steps required to submit a job. The user experience also suffered from a lagging landing page making it hard to find resources like catalogs, directories and training platforms. And the password reset process required manual intervention that often locked contractors out of their account for days at a time. In short, the partner experience demanded enhancements related to usability, processing speed and page navigation. 

Manual processes were riddled throughout program administration, making it difficult to manage lead workflows, eligibility and tier movement. Reporting took on a life of its own to compile disparate data sources and get sell-through data down to regions and territory managers.

A flexible, mobile-friendly solution sets a new standard

Today, the new custom technology solution features a user-centric claims tool, enabling contractors to easily enter jobs and engage with the program. A clear snapshot of contractors’ program status and progress is easily accessible. The new platform also offers auto job logging, a direct data transfer from wholesalers and dealers with purchase data from enrolled contractors, giving the manufacturer even more visibility into sell-through data. 

Engagement hub creates a single point of entry 

Aggregating all the common tools, resources and program tracking into a single engagement portal created a better user experience for contractors. 

• Single sign-on capability eliminates the need for multiple logins across various platforms. 
• System integrations into existing internal portals like the manufacturer’s CRM, LMS, marketing portal, and product store make accessing program information and resources easy. 
• Personalized dashboards tailored to role, participant status and permissions ensure everyone sees what they need, when they need it. 
• Seamless toggling between platforms keeps the focus on action, empowering contractors with the latest information, resources and product offerings. 

Overall, the integrated approach fosters collaboration and boosts engagement, making the program a valuable resource for all involved. 

Increased engagement spurred by gamification, unlocked benefits and enablement 

A heavy focus on engagement spurs program participation and empowers contractors to maximize their relationship with the brand.

1. Leads and corresponding status updates 
2. Training sessions on selling installation services 
3. Job-completed tally board 
4. Progress-to-goal tracking 
5. Product education 
6. Badging and certificates 

Awards experience left much to be desired 

Not only were enrolled contractors not actively participating in the program, most contractors didn’t have a convincing reason to. 

A broader, more flexible award experience 

In addition to existing business-building award offerings (e.g. job-site tools, corporate-branded apparel and brand marketing support), an expanded award experience put even greater choice in contractors’ hands. Contractors earn points for activities and jobs completed, and points can be spent within a digital awards catalog featuring at-a-glance point accrual data and custom wish list creation. Drop-shipping from the location nearest to the participant ensures most awards arrive within 48 hours of ordering. 

Expanded award offering at a glance 

• 10,000+ merchandise options 
• Custom travel and event experiences 
• Company store featuring corporate-branded items 
• Job-site tools 
• Credits for industry-specific digital tools 
• Brand marketing support (integration with marketing and business solution portals, etc.)