Customers / Qmerit
How Qmerit became the air traffic control tower for UK installation services
Founded
2016
Installer customer since
2024
Moving from rigid legacy systems to a scalable, data-driven infrastructure with installer.com.
Executive summary Qmerit is a major installation service provider in the UK – originally owned by Schneider Electric – operating in a complex logistical environment. They sit between businesses who rely on installer capacity to get their products installed – such as Polestar – and a vast network of external installer companies. Their mandate is to deliver high-quality installations at scale while adhering to strict service level agreements. By migrating to installer.com, Qmerit transitioned from a rigid, manual operating model to a flexible digital infrastructure. This shift allowed them to customise workflows in minutes, integrate the end customer into the digital journey, and scale their network without linearly increasing headcount.
The challenge: running an airport without a tower
Imagine trying to manage a busy international airport without an air traffic control tower. You have planes (installers) trying to land and take off, passengers (end customers) waiting for updates, and airlines (partners) expecting punctuality. Without a central system, coordination is nearly impossible.
Before partnering with installer.com, this was the operational reality for Qmerit.
They relied on a proprietary legacy system that functioned primarily as a field service tool. It managed the installer company but excluded the most critical piece of the puzzle: the end customer. This created several friction points:
Rigid workflows: The legacy system relied on standardised templates. If Qmerit needed to build a bespoke workflow for a specific partner, they had to submit a ticket to the software vendor and wait for them to build it. This lack of agility slowed down operations and stifled optimisation.
Manual overload: To maintain quality, Qmerit’s team had to manually coordinate with installer companies via phone and email for status updates, documentation, and compliance checks.
Disconnected customer journey: As we approach 2025, customer expectations for digital experiences are higher than ever. Qmerit’s previous setup offered limited digital transparency for the end customer, making it difficult to fully meet the high brand standards of their partners.
Qmerit needed a way to control dispatching, monitor multi-dimensional data, and function as a proactive support instance – without hiring dozens of new employees to manage the administrative load.
The solution: multi-dimensional control and agility
Qmerit deployed installer.com to act as the central digital infrastructure – the air traffic control tower – for their entire UK operation. This transition unlocked three critical capabilities.
1. Self-service workflow customisation The reliance on external vendors to change processes is over. With installer.com, Qmerit can now build and modify their own workflows in minutes. This allows them to tailor the installation journey specifically to the requirements of different partners. A job for a retailer can follow one logic path, while a job for an EV manufacturer follows another, ensuring distinct requirements are met without technical friction.
2. The ‘Uber-like’ data approach Managing external installers requires more than just knowing if a job is done. Qmerit now utilises multi-dimensional data to dispatch jobs to the best-performing companies. Similar to how Uber collects data on drivers, Qmerit tracks granular metrics including:
CSAT (Customer Satisfaction) scores.
Response times in communication to customer.
Speed of workflow step completion.
Lead time bottlenecks.
3. Centralised collaboration The platform brings all stakeholders into a single view. The Qmerit team, the external installer, the partner (such as Polestar), and the end customer all interact within one ecosystem.
"We are providing them with the air traffic control tower to manage installer companies across the whole UK. Imagine trying to do this without visibility – it would likely end in catastrophe."
The impact: scalability and transparency
The implementation of installer.com has fundamentally changed how Qmerit operates, ensuring a positive experience for everyone involved.
For the end customer They now have a dedicated digital portal offering full transparency. They can track progress, communicate directly with the installer, and access documentation. This elevates the customer experience to match the high standards of the brands Qmerit serves.
For the partners Partners like Polestar now have the opportunity to access insights in real-time, giving them confidence that their products are being installed efficiently and their customers are well cared for.
For Qmerit operations The efficiency gains have been significant. By automating communication and centralising data, Qmerit can manage larger volumes of jobs and expand their installer network across large geographies without hiring 10 or 20 additional support staff. They can easily handle complex scenarios – such as adding RMA or maintenance jobs to existing orders – with full documentation at every step.
