Baxi Heating Integrate Communications with IFS

IFS announced that Baxi Heating Ltd, who provide smart low carbon heating and hot water solutions, has chosen IFS Customer Engagement (CE) to provide a cloud-based omnichannel customer service and complete Workforce Management (WFM) solution.

Baxi Heating experiences thousands of requests from its customers who expect a seamless cross-channel communication experience.  By bringing together CRM with other communication channels, the company can boost agent efficiency while improving customer experience.

The first phase of the IFS CE implementation has seen Baxi Heating Ltd revamping to a cloud based omnichannel contact centre, providing customers with a unified experience across phone and email, plus extensive reporting, wallboards, and dashboards.

Previously, Baxi faced challenges of elaborate interactive voice responses (IVR) and call routing plans.  IFS was able to simplify this complexity to ensure the timelines for the project could be met.

Working together with Teleopti, IFS has delivered a complete workforce management solution, empowering agents and managers alike.

To provide its customers with the opportunity to self-serve, Baxi Heating Ltd is also planning to deploy IFS online chat and artificial intelligence (AI) and natural language processing (NLP) powered chatbots, along with knowledge base and customer surveys.

“Before IFS, we were operating off a single telephony platform and had disparate systems for every comms channel, so it was essential to integrate everything onto one platform with one supplier at the heart of it all,” said Steve Randall, Head of Business Change – Aftersales, Baxi Heating Ltd.

“We have been extremely impressed by how IFS took the time to understand our business and challenges and were able to tell us how to deliver on our objectives through the technology deployment.”

“Furthermore, we’ve been excited by the ease of use of the IFS Customer Engagement solution, plus, the fact that it can integrate with our CRM tool and be deployed in the cloud is critical to the longevity of our business.”

“Thanks to IFS Customer Engagement we have already managed to halve our average handling time and our agents are 20 percent more effective in their day-to-day operations.”

“Ensuring we can rapidly and accurately resolve customer requests is critical given the nature of our industry, and IFS has helped us improve on these significantly since the implementation of its customer engagement solution.”

Paul White

Paul White, director of IFS Customer Engagement, commented, “Award-winning customer service is at the crux of Baxi Heating’s identity, and we’re thrilled to be a part of it.”

“We worked hard with the Baxi Heating team to ensure that, come winter, the right technologies and processes were in place for customers to feel safe, warm, and comforted, knowing that a Baxi Heating representative is only a second away from dealing with any request, on any channel.”

Author: Jonty Pearce