How to Video's
Miele
Client
Miele
Work
Concept, direction, cinematography, lighting, editing, design, colour grading, sound design
Tags
Overview
How do I install my new Miele tumble dryer? How do I descale my coffee machine? Why doesn’t my laundry come out smelling fresh?
Until 2016, Miele Netherlands received a large number of customer service enquiries like these.
To reduce the pressure on the customer support department and help customers solve common installation and maintenance issues themselves, we produced 16 instructional films covering Miele’s key product categories. Since then, both the number and duration of incoming support calls have decreased significantly. At the same time, customers report feeling better supported and more confident in maintaining their appliances.
An additional benefit is the reduction in service visits. Many technical issues can be prevented simply by maintaining appliances correctly and on a regular basis.
What
For this production, we made the most of the expertise and resources already available within the organisation.
Miele technicians helped write the scripts, while temporary sets were built in the company’s logistics facilities. Service technicians installed and prepared the appliances, styling and props came from the Miele Experience Center, and customer support employees took on the on-screen roles.
After all, they know the products inside out and understand better than anyone the questions and challenges customers encounter in everyday use.
How do you clean the non-return valve and drain pump of your dishwasher?
How do you keep your washing machine & your laundry fresh?