Before adopting Knowby, Bearhug faced several key challenges:

Resistance to a New Product:
“Our product replaces traditional plastic pallet wraps. This practice has been in place since the 1940s and no warehouse is used to doing anything different. We tend to face some resistance because our reusable pallet wraps are such a change to the usual process. With Knowby instructions, users can very easily see how to apply the wraps. The step-by-instructions format is very easy for warehouse workers to follow and they can select a particular point in the process if they need to."  Tom Field, Founder, Bearhug 

Warranty Claims: 
Customers didn't want to sit through a long winded Youtube video so they would try to apply the wraps themselves incorrectly and damage the product leading to warranty claims. "Now, we're responding to less calls and emails around breakages, damage to wraps because customers know off the bat the best way to apply it to avoid those situations." 

Resource Heavy Customer Service: "We're spending less of our resources and less of our time on managing that customer relationship. From the moment they receive the wraps, they understand how to use them. It's right there in front of them, broken down into step-by-step instructions."

"We kind of stumbled across Knowby as we saw one of the co-founders present the instructions platform at a conference and it just made complete sense. The platform is a way better way of deliver product instructions and essentially, for us, product demonstrations to potential customers." 

The cost of Knowby is very affordable, and with the free trial, there was no barrier to us giving it a go.

We are also a startup and have plans for growth so we can afford to use Knowby as we scale.

We need instructions that are accessible to factory and warehouse workers. In Australia, many of our users speak English as a second language. With Knowby available in multiple languages, it enables our customers' personnel to easily follow the correct application of reusable pallet wraps.." 

Knowby Instructions have had a positive impact on our business from Customer Acquisition to Referrals.

Customer Acquisition: 
"Since we moved our customer onboarding demos over to Knowby, we've noticed a 30% increase in the amount of leads who go from receiving a sample to purchasing one."

Increase in Customer Satisfaction:
"A lot more customer satisfaction and that's pretty core to our business and has really helped us grow. Word of mouth is really important in our business and we get a lot of customers recommending us to others, which in turn helps with acquisition."

Customer Onboarding:
"The crucial moment of the process with a new customer is seamless. If we need to communicate a specific or emphasise a specific part of the process of applying, removing and rolling wraps, we can just point them to step 7, which might show them how to roll the wraps after use for storage."

Customer Service: 
"We're responding to less calls and emails around breakages, damage to wraps because customers know off the bat the best way to apply it to avoid those situations. As well as that, less reports of them being slower to apply than we claim or they expected because people can see the quickest way to apply them and are definitely more consistent in being able to achieve the results that we're setting out for them." 

Reduction in Warranty Claims: 
'We've noticed a reduction in warranty claims and breakages to customers wraps because they know how to apply them in a proper way that reduces damage from friction against the pallet or other things."

“We're spending less of our resources and less of our time on managing that customer relationship.

We now send a link to our product instructions in an email and we also have a QR Code tag on the product itself so everyone who needs the instructions can access them.

The process is automated, and with multiple ways to access clear instructions, means less calls to the office. That not only helps us but when our clients can access the instructions without waiting for a call back, it also helps them too." 

 "The biggest challenge we have in implementing is it's not a product someone's seen before. If someone wants to introduce it to the warehouse team, they often have a lot of fear around whether the team is going to adopt that new practice or resist it.

When used properly, reusable pallet wraps are 30 seconds faster to apply than plastic film, and we've actually been able to meet those metrics and those claims by properly communicating how to apply them, remove them, and roll them.

Previously, we'd just been sending YouTube videos of how to apply and remove and roll these reusable pallet wraps. And we'd often find that no one's watched it, no one knows how to apply it properly, and that meant more damage to the wrap, more product breakages, and ultimately less customer satisfaction, less customer attention, and less referrals, less business.

The Knowby instructions platform has helped us overcome this main challenge that we have by clearly communicating how our product is a better way of moving goods. It is helping us to move closer to our goal of eliminating the 1.5% of global plastic waste that comes from plastic pallet wraps."