Case Study: CET UK achieves over 85% first visit fix rate with Infomill's PartsArena API

CET UK boosts first visit fix rate above 85% with Infomill

CET UK, a claims management provider for UK insurers, faced the challenge of improving the customer journey for home emergency claims, particularly those involving boiler part failures. Their goal was to increase their first visit fix rate by ensuring their engineers had the right parts and information on site. To achieve this, they partnered with vendor Infomill and integrated Infomill's PartsArena API data into their bespoke technology platform.

The solution involved giving CET's engineers API access to Infomill's extensive PartsArena database directly through their SIMPLIFi system, providing immediate access to parts lists and diagrams on site. This integration, combined with CET's data-driven van stocking strategy, led to a first visit fix rate of over 85% and a high customer satisfaction score of 4.4 out of 5 on Trustpilot. The partnership with Infomill was a key component in enabling CET to handle 165,000 claims annually more efficiently.

CET UK