Grad is refining the global wine-serving industry sustainably. They created a battery-driven wine cooler with a premium Danish design, patented technology, and the finest materials to enhance the wine experience. They reduce vast amounts of ice waste and the overall time and energy consumed to keep wine bottles at the correct temperature daily. Once the wine comes out of the refrigerator, the temperature is wrong. But not with Grad! They designed GRAD NO.1 to be the perfect transition from the wine refrigerator to serving.

Why did Grad need a different after-sales experience?

"We are shipping our products worldwide, with a 50-page manual per product. We were devastated by the carbon emissions and needed to rethink our approach and deliver a premium experience to our customers. That's how it all started. We chose Layerise to become much more sustainable and reduce wastage."

Why Layerise?

"As mentioned in the beginning, we, of course, had the possibility of saving the planet from paper waste and reducing carbon emissions. We were also thrilled to be able to correct any errors in a heartbeat due to everything being digital. It saved us so much time going back and forth between fixing errors and reprinting our manuals. On top of that, Layerise offered an after-sales experience we haven't seen elsewhere, and our customers showed great interest when we demoed our after-sales experience to them."

"What struck us was that creating a personal relationship with the customers is a massive advantage for our after-sales. It has also tapped directly into our refurbishing program, which we're very proud of. It allows our customers to reach back directly to us through the Layerise platform and get their products refurbished, building on our sustainability."

How would you describe your new after-sales solution?

"We have successfully reduced repetitive questions, and our customers contact us only when technical difficulty exists. It's super accessible for our customers, as they have all the information they need right in their pockets. We have drastically reduced the time spent answering questions for our customers by opening up the opportunity for self-service. We can use our time on proficient tasks and stay worry-free regarding repetitive questions. We are proud to be a part of a sustainable company like Layerise."

"One of the moments where we're present is when the customers are about to use the wine cooler. By scanning the QR code on the product, they get expert help in setting the wine temperature to match any wine. Being present in those moments with our customers and providing them with a product expert has changed the product and customer experience for our customers."

Which results have been achieved?

"Achieving an after-sales experience that matches our innovative products has been crucial. Layerise helps us build personal connections, gather valuable feedback, and boost customer loyalty. Tracking customers and products was previously challenging, as we lost visibility once they left the building. However, Layerise dismissed our worries and made tracking effortless."