Case Study: Vaillant Group achieves improved customer experience and operational efficiency with Loqate Address Verification

Vaillant Group improve customer experience and business efficiency with address verification from Loqate

Vaillant Group, a global manufacturer of high-efficiency gas boilers and renewable heating technologies, faced customer experience and operational challenges from incorrect address data that caused engineers to be sent to wrong locations. When building a new digital journey for product registration and engineer bookings, Vaillant Group chose Loqate (a GBG solution) to provide Address Verification to ensure addresses were captured correctly before records were created.

Loqate’s Address Verification was implemented across Vaillant UK’s online self-service booking channels and digital product registrations to validate customer locations at point of entry. The Loqate solution created more accurate CRM records, smoothed the customer journey, reassured users that their documents and registrations are correct, and increased efficiency in engineer logistics — removing friction and helping to improve conversion rates.

Vaillant Group

Arron Alderson

Head of Solutions and Process