Baxi

Almost every house has an essential white box tucked away in a cupboard or under the stairs. And as one of the UK and Ireland's leading boiler manufacturers, there's a good chance it was made by Baxi.

So when Baxi came to us looking for support with their Baxi Works installer helpline, we quickly answered the call.

The challenge

Baxi's mission is to earn lifetime customer loyalty by providing smart heating solutions. And key to achieving this is making life easier and more rewarding for installers. That's why the revamped Baxi Works loyalty scheme was launched in 2016. Our role was to provide a dedicated inbound enquiry line that would answer installer queries quickly and efficiently, so they could crack on with the job in hand. An additional enquiry line also needed to be setup for Baxi Area Sales Managers.

Systems and services

Our in-house software development team built bespoke inbound and outbound systems in our very own frontend web application, Direct Marketer. This was coupled with the popular open source survey tool, Lime Survey, which enabled us to capture campaign specific data for analysis. As ever, all data was stored in the industry standard Microsoft SQL Server in a highly secure data warehouse.

Results

Our inbound enquiry handling has resulted in more calls being answered, helping Baxi to strengthen their relationship with both new and existing customers. While our strategic outbound telemarketing campaigns have consistently secured new Baxi Works members and seen lapsed members return to the scheme. And happy installers mean a happy client.

in Baxi Works retention

boiler registrations in less than a year

installer retention rate

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