Customer Walkthrough
The Customer Walkthrough is a required step in the installation checklist that ensures engineers provide customers with proper training on how to use their newly installed system.
Purpose
The walkthrough step ensures customers feel confident using their new system by covering:
- System introduction - Explaining what's been installed and key components
- Controls demonstration - Showing how to use main controls, settings, and features
- Warranty & servicing information - Outlining coverage and protection options
- App recommendation - Helping customers download the recommended app (BOXT or E.ON Next Home)
When is a Walkthrough Required?
A customer walkthrough must be completed for all installation types:
- Boiler installations
- Heat pump installations
- Air conditioning installations
- EV charger installations
- Solar installations
- Battery-only installations
The job cannot be marked as "ready for audit" until the walkthrough is complete.
Walkthrough Flow
Step 1: Guidelines Screen
When tapping the "Customer walkthrough" task in the installation checklist, the engineer sees a guidelines screen with:
- Brand logo (BOXT or E.ON)
- Title: "Show the customer how it works"
- A checklist of topics to cover during the walkthrough
- A "Complete" button
Step 2: App Download Screen (Conditional)
After completing the guidelines, engineers may see an app download screen that helps customers install the company app.
This screen displays:
- App name and benefits
- Platform selector (iOS/Android toggle)
- QR codes linking to the app stores
App Store Links:
| Brand | Platform | Link |
|---|---|---|
| BOXT | iOS | https://apps.apple.com/gb/app/boxt/id1623854865 |
| BOXT | Android | https://play.google.com/store/apps/details?id=com.boxt.customerapp |
| E.ON | iOS | https://apps.apple.com/gb/app/e-on-next-home/id6479022825 |
| E.ON | Android | https://play.google.com/store/apps/details?id=com.eonnext.home.eu&hl=en_GB |
When the app screen is skipped:
The app download screen is skipped for BOXT jobs with heat pump, solar, or battery-only installations. All other job types show the app screen.
Step 3: Completion
After completing the walkthrough (and app recommendation if shown), the engineer returns to the installation checklist with the walkthrough marked as complete.