Case Study: Baxi improves customer experience and contract sales with Totalmobile

Baxi - Customer Case Study

Baxi, a UK boiler manufacturer, faced the challenge of making marginal gains to improve its already high customer experience. To achieve this, Baxi partnered with Totalmobile (via its Cognito iQ solution) to adopt a data-led approach for identifying key areas of improvement across its field service operations, aiming to boost satisfaction and contract sales.

Totalmobile implemented its field service management solution, which provided a real-time dashboard and analytics to visualize performance. This enabled Baxi to target and improve key metrics like visit response time and first-time fix rate. The results were significant: the Net Promoter Score improved from 68 to 72, contract sales grew by an additional 5,000 per month, and revisit rates fell from 19.2% to 17.8%.

Baxi

John Bryant

Engineer