Turning thirty years of customer trust into a business that grows on its own
A well known Mumbai water purifier brand had loyal customers but no system for finding new ones. We corrected the operations, built the tools and opened new channels, without changing what had made the brand trusted.
- 34%More leads in three months
- 64 → 93%Customer satisfaction
- 14%Lower running costs
- 5 statesNewly covered, lifting sales 12%
A thirty-year-old water purifier brand, rebuilt for growth.
- Client
- A well known water purifier manufacturer and service brand
- Founded
- Over thirty years ago in Mumbai, with offices across India
- Industry
- Consumer durables and home services
- Relationship
- A client since 2018, when we built their first website
- Services
- Advise · Build · Grow
- Engagement
- Since August 2026, ongoing
- Scale
- 600 service technicians and a sales team of 16
Everything needed to last, and nothing built to grow.
The brand had everything a business needs in order to last: quality products, a strong service record and three decades of referrals. What it did not have was a system to grow.
Unstructured, manual processes were stalling work across departments and raising running costs.
A sales team of two and a weak CRM meant that enquiries were not followed up consistently.
Service technicians held the customer relationship. Some shared their personal numbers and took jobs directly, so the company lost both revenue and control.
Service visits were missed, because there was no single record of what had been booked, done and approved.
Nearly all new business came from referrals. The website was a static brochure, with no way to buy, book or renew.
Marketplace listings were inconsistent, so the products were hard to find and hard to compare online.
What we did.
Advise
Correct the business
- Audited every department and established where work was stalling.
- Automated manual processes and strengthened the CRM, which lowered running costs by 14% in three months.
- Streamlined people operations, then grew and trained the sales team from 2 to 16.
- Set response standards, so that the service team acts promptly.
- Restructured the distribution network into 5 new states, adding 12% to sales.
Build
Provide the tools
- A customer and technician application, now used by 600 technicians, in which every service request is booked, assigned and tracked, so that none is missed.
- Time-bound visits, with call recording, photographs of the device before and after, and a log of the parts installed.
- Customer approval on completion, so that the company owns every job and every customer.
- The static website rebuilt as a full commerce portal, where customers buy products, book a service and purchase or renew a maintenance contract.
Grow
Bring in customers
- Audited every marketplace account and restructured the product listings, covering titles, images, specifications and pricing. Online sales rose 5% within one month.
- Lead generation across search, social media and the existing customer base, which raised leads by 34% in three months.
- Maintenance contract renewals and sign-ups, taking those customers from 4,000 to 6,000 in three months.
- Digital marketing for the new portal, which has taken it from zero to 2,000 visitors since launch.
- Faster and more accountable service, which lifted customer satisfaction from 64% to 93%.
Putting the company back in charge of its own customers.
In home services, a technician will often give the customer a personal number and take the next job privately. Our application made every visit time-bound and recorded. The technician uploads photographs of the device and of the parts installed, and the customer approves the job before it closes. Six hundred technicians now work through the application, so every customer stays with the brand and every job is on record.
Results after three months.
Every figure below is as confirmed by the client, over the period stated.
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