Registria

Background

Pandigital, the market leading digital photo frame company, is based in the highly competitive consumer electronics market, selling frames primarily through brick and mortar retailers.

Challenge

• Pandigital sold millions of frames annually, but only received a small fraction of their enclosed ‘mail in’ paper warranty cards.
• The company’s paper transcription process was labor-intensive, with many submitted cards illegible. Tens of thousands of cards were in boxes getting stale.
• Pandigital knew its product quality was great, but they were not yet selling extended service contracts or content download services.
• The company wanted a full turnkey solution that offered merchant of record services for sales tax compliance, ewaste fee management, and credit card processor/gateway commerce services.
• Pandigital required integration to its order management system and 3rd party fulfillment systems.

Solution

• With just a few days of internal effort, Pandigital was able to roll out a Registria-powered web portal, replacing the cumbersome paper registration process and avoiding the cost and complexity of developing/managing an in-house web service.
• The system enabled Pandigital to easily and cost-effectively target follow-on sales and service solutions to customers, including extended service plans, accessories like USB adapters and scanners, product announcements and holiday promotions.
• With the data now available in real time, Pandigital’s support representatives could look up data during customer support calls, including purchase date to verify warranty eligibility.
• Registria recommended ways to improve registration rates with Pandigital, choosing an incentive program and a registration in-product call to action that would drive customer engagement. Registria similarly tested pricing discounts on extended service plans at the time of registration to maximize service attach rates and profitability.
• The solution met Pandigital’s integration needs, connecting with their third-party fulfillment providers and internal systems through an open API.

Results

• Solution payback in one month. Registria allowed Pandigital to reap a positive ROI impact on day 1 with solid attach rates on extended warranties and accessories.
• Pandigital is continuously exploring new promotions to push out to customers.
• The online solution allowed Pandigital to ask for and collect additional customer attributes.
• Managers now have access to key performance indicators without having to use additional reporting solutions; the support staff has the ability to verify customer information including warranty eligibility.
• 100% uptime.