CLOSING THE GAP BETWEEN A MANUFACTURER AND THE INSTALLERS IN THE FIELD.

Platforms

Work > Warmflow

Warmflow design and manufacture heating products that reach the end customer through a network of independent heating engineers and installers. The relationship between Warmflow and that network is everything. It's where products get registered, warranties get activated, technical questions get answered, and trust gets built or lost.

That relationship was running through too many disconnected systems.
Warmflow Connect was built to bring it into one place.

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THE PROBLEM

The installer network was active and engaged. The systems supporting them weren't keeping up.

Complicated Flows

Product registration and warranty activation were manual, inconsistent and split across separate processes. Installers had to do too much, and the data Warmflow received back was patchy as a result.
Loyalty Programmes

Loyalty incentives existed but weren't being used to their full potential. Installers couldn't easily see what they'd earned, what they were close to, or what was available, so the scheme couldn't do the job it was designed for.
High Stakes Work

The work itself is high-stakes and regulated. Sample handling, audit trails, chain of custody, secure communications with labs, solicitors and courts. "Close enough" doesn't pass a compliance review and doesn't survive a legal challenge.
Installer Information

There was no single digital touchpoint that reinforced what it meant to be a Warmflow installer. The relationship was happening, but it wasn't being supported by anything that pulled it together.
Installer Workflows

Installers don't sit at desks. They register products on site, between jobs, often on a phone. Anything built for them had to work that way.
Registration Data

Registration data wasn't flowing cleanly into Warmflow's manufacturing and operational systems. The information that should have linked installer activity, product serialisation and service operations was sitting in disconnected places, and the gaps were having to be closed by hand.

WHAT WE BUILT

What Warmflow needed wasn't another portal. They needed a platform that made the installer's day easier, captured clean data the first time, and connected straight through to the manufacturing and operational systems where that data needs to live.

A central digital platform that links installer activity directly into Warmflow's manufacturing and operational systems.

01. Registration that activates the warranty in the same step.

Serial numbers, installation details and eligibility data are captured once, at source, by the installer doing the work. There's no separate warranty process and no follow-up admin to chase missing information.
02. A loyalty and rewards engine that's actually visible.

Eligible product registrations earn points automatically. Installers can see their balance in real time, track progress against rewards, and redeem from an evolving catalogue covering tools, technology, branded items and lifestyle rewards. The scheme rewards the behaviour Warmflow wants to encourage, and it does so in a way the installer can see.
03. Direct integration with Plex.

Connect ties into Warmflow's Plex manufacturing platform so that registered products align with production and serialisation records. There's a single source of truth across manufacturing and installer activity, rather than two parallel views that have to be reconciled.
04. Operational data flow into Tesseract by Asolvi.

Registration and engagement data is pushed automatically into the Tesseract platform, giving Warmflow structured operational insight that supports service, aftersales and wider business reporting.
05. Technical documentation and support, in one place.

Installers can pull up the resources they need without having to know which system to look in.
06. Responsive design built around how installers actually work.

Desktop when they're in the office, mobile when they're on a job. Same platform, same data, same experience.

“The biggest compliment I can pay them is that we do not view their team as an outside company who do work for us but more as an integral part of our business, like our own internal web & software department.”

Johnnie Black / Warmflow

WHAT CHANGED

01.

Installer participation in product registration and rewards has increased

Warranty activation data is more accurate and more complete

02.

03.

Administrative overhead has dropped because installer-submitted data flows through to where it needs to be without manual handling

04.

Installer activity, manufacturing data and operational systems are now aligned, with one source of truth across the three

05.

Warmflow has a stronger ongoing relationship with their installer network, supported by a platform that gives installers a reason to stay engaged

WHY IT WORKED

The platform continues to evolve as installer feedback and operational needs shape what it should do next.

The brief was easy to read as a portal project. Build a website where installers can log in, register products and check their points. That version exists in lots of places, and it's usually disappointing.

What made Connect work was treating the installer's experience and Warmflow's operational data as the same problem. A registration is a piece of data the manufacturing system needs and an action the installer takes. A reward is a moment in the relationship and an output of the operational platform. Building the front end without integrating cleanly to Plex and Tesseract would have given installers a friendlier experience but left Warmflow with the same fragmented data they started with. Building the integrations without designing for how installers actually work would have given Warmflow clean data and an unused platform.

We built both. That's why the platform is doing the job Warmflow set it up to do, and why it keeps earning its place as the network and the operation grow.