Baxi Heating is one of the leading boiler manufacturers in the UK and Ireland and back in 2016, launched a brand-new Installer Loyalty Scheme. As part of the launch and ongoing management, Baxi turned to 8848 and our dedicated customer support team to help them manage the scheme and act as customer liaison for their customers. Having worked with Baxi since 2012, our knowledge of not only their business but also their consumers proved pivotal in us securing the new support service.
What did we do?
Working directly alongside Baxi Heating, we set up a dedicated team of trained customer management specialists to support the client’s own customer network. Our team seamlessly supported the Baxi team, their internal sales team and other third-party suppliers.
Dealing daily with enquiries from installers via email, telephone and chat, our team of half a dozen operators were the frontline of all aspects of the Baxi Works Loyalty scheme. The scheme proved a key driver for customer loyalty and sales growth, and an integral part of the Baxi business. Our customer management specialists took responsibility for managing enquiries across the whole spectrum of the scheme, including platform user support, conflict resolution, new customer sign ups, approved installer registrations, points queries, boiler registrations and much, much more.
We were also tasked with a key role in outbound telemarketing in order to support Baxi’s customer acquisition and retention activity.
Never ones to get too fired up, we were certainly kept busy – dealing with on average more than 50,000 enquiries a year!