Published30 January 2019
3 minute read

IFS Customer Engagement Selected By Baxi Heating

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Baxi Heating Ltd opts for omni-channel contact center solution from IFS to provide a cloud-based platform for telephony and digital channels and transform the customer experience they deliver

IFS, the global enterprise applications company, today announced that Baxi Heating Ltd, the UK market leader in smart low carbon heating and hot water solutions, has chosen IFS Customer Engagement™ (CE) to provide a cloud-based omni-channel customer service and complete workforce management solution.

Baxi Heating Ltd represents ten of the best known and well-respected brands of high efficiency heating and hot water products in the UK and Ireland. Every day, Baxi Heating experiences thousands of requests from its customers who expect a seamless cross-channel communication experience. To keep up with customer expectations, the company needed to centralize and modernize its contact center operations. By bringing together CRM with other communication channels, the company can also boost agent efficiency while transforming customer experience.

Phase one of the IFS CE implementation is already complete, with Baxi Heating Ltd benefitting from a revamped omni-channel contact center, providing customers with a unified experience across phone and email, plus extensive reporting, wallboards, and dashboards. Previously, Baxi was challenged with a huge number of elaborate interactive voice responses (IVR) and call routing plans. With its flexible editor tool, IFS was able to rapidly translate and simplify this complexity to ensure the aggressive timelines for the project could be met. Working together with Teleopti, a leading workforce management vendor, 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.

Steve Randall, continued, “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, 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.”

IFS’s Customer Engagement platform provides a complete solution to transform the contact center: combining omni-channel technology with Customer Service CRM software in a single, uniquely configurable, AI-powered agent desktop.

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About Baxi

Baxi Heating is a market leader in smart low carbon heating and hot water solutions. The Baxi Heating portfolio has some of the best known and most respected brands in the domestic and commercial heating industry including Baxi, Potterton, Main Heating, Heatrae Sadia, Remeha, Andrews Water Heaters, Potterton Commercial and Packaged Plant Solutions.

 Baxi Heating forms part of the BDR Thermea Group, operating in more than 82 countries and employing over 6,500 people worldwide.

About IFS

IFS™ develops and delivers enterprise software for customers around the world who manufacture and distribute goods, maintain assets, and manage service-focused operations. The industry expertise of our people and solutions, together with commitment to our customers, has made us a recognized leader and the most recommended supplier in our sector. Our team of 3,500 employees supports more than 10,000 customers worldwide from a network of local offices and through our growing ecosystem of partners. For more information, visit:

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