EGO Power+ faced mounting frustration from customers struggling with the warranty registration process, leading to excessive support queries and inefficient manual data entry. The primary challenges included an unmanageable flow of customer inquiries, multiple manual data entry points in the warranty system, and security and GDPR compliance concerns due to handling sensitive user data. The business needed a solution that would enhance user experience, reduce friction, and ensure compliance while optimising internal support processes.

To address these challenges, Door4 engaged with key stakeholders through working sessions, allowing both the client team and our CRO/UX experts to explore potential solutions. Early in the process, it became clear that the existing system architecture could not effectively support automated processes. The team identified key pain points, including the need for a seamless tool search function, consistent data flow between the local Drupal system and Salesforce, and synchronisation of user account data without breaching GDPR regulations.

Midway through the project, EGO Power+ requested additional UX improvements, specifically an automated tool search functionality. Despite the nearing project deadline, Door4’s agile approach allowed for these changes with minimal disruption. The project management team negotiated an extended timeline that maintained overall delivery targets while accommodating new requirements.

Door4 employed a detailed technical strategy to integrate the warranty system with Salesforce. Custom API development facilitated secure CRUD operations on user data, while AJAX endpoints within the product database enabled real-time serial number validation and product SKU mapping. A Vue JS-powered front end was introduced to enhance the user experience, allowing for auto-fill and auto-validation of fields to streamline the warranty registration process.

Data security was a core priority, with customer data offloaded to Salesforce to minimise security risks and adhere to GDPR compliance. Anonymised log rotation protocols further bolstered security, addressing both internal concerns and regulatory requirements. The team also worked closely with Salesforce to develop custom endpoints supporting essential login/logout functionality and ensuring uninterrupted data flow.

The integration led to a significant reduction in customer support queries and friction in the warranty process, demonstrating clear improvements in support efficiency. Automated field validations and auto-fill functionalities simplified the process for end users, saving time and reducing errors. Enhanced UX design provided smoother navigation and improved clarity between local data and Salesforce CRM.

By transferring sensitive user data to Salesforce, EGO Power+ strengthened its data security practices. Improved log rotation systems and anonymisation of IP data ensured compliance with security standards, reinforcing the brand’s reputation for reliability and trust. The system was also designed for scalability, offloading data control to Salesforce to reduce technical overhead while supporting future growth and potential expansion into new territories.

This project highlights the importance of blending technical excellence with agile client management. The collaboration between technical teams and client stakeholders played a pivotal role in delivering a solution that is both secure and user-centric. The integration’s reliability and efficient data handling underline its commercial impact and long-term sustainability, ensuring EGO Power+ is well-positioned for future advancements.