Case Study: Baxi increases service efficiency with Infomill

Baxi - Increasing service efficiency for leading heating manufacturer

Baxi, the UK’s leading heating manufacturer and part of BDR Thermea Group, faced a major challenge after years of acquisitions left it with disparate technical and service information stored in paper manuals, PDFs and a proprietary document management system. This made it difficult for helpdesk teams, parts staff and mobile engineers to quickly find the right information, hurting fix rates, customer satisfaction and service costs. Baxi turned to Infomill for a consistent knowledge solution.

Infomill implemented a unified system to store and deliver around 28,000 pages of parts diagrams, service manuals and installation instructions across Baxi’s helpdesk, parts departments, dealer network and engineers’ tablet devices. The solution supported online and offline access, hotlinks, text search and later Android devices, while a PartsArena 2 integration with Baxi’s Cognito Smartworker platform streamlined field service workflows. The result was faster access to information, reduced helpdesk calls, improved service efficiency and higher customer satisfaction.

Baxi

Lee Robinson

Heateam’s Service Director