BOXT: Disrupting the British heating industry through digital

BOXT, an online boiler business, launched an online digital platform that arranged a new boiler for consumers in the UK all on their mobile phone.

The Context

The power of digital gives innovative companies the chance to provide a transformative experience for customers. Any industry can be massively disrupted by disintermediation – Airbnb and Uber have revolutionised the travel and taxi sectors by dealing directly with the public – and our client BOXT saw huge potential in bringing that model to domestic heating.

Big industry players have always used salespeople to sell boilers. They visit customers' homes to prescribe a boiler, flue, fixtures and fittings, 'upselling' and pocketing commission. In this model, buying a new boiler takes two weeks – allowing for a phone call, home visit, salesperson's...

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