Zebra Technologies Corporation has announced that Baxi Heating UK Ltd.’s customer satisfaction levels have increased to 90 per cent since deploying the Zebra TC75 touch computer.
Part of BDR Thermea, Baxi has equipped all its field engineers with Zebra’s TC75 to easily capture critical insights and make information accessible at the right time from the field to the Baxi contact centre and back office systems on a real-time basis. This visibility allows staff to make real-time decisions, order parts, and be redeployed to urgent cases.
Key facts
- The TC75 touch computer scans all types of barcodes – even if dirty or damaged – takes photos, allows customers to sign on the screen, and can run training videos for new engineers and display full-colour brochures to customers to enhance their experience.
- Long-time Baxi and Zebra partner, The Barcode Warehouse has deployed these Android mobile computers to Baxi’s field engineers. All of its TC75s are protected by the Zebra OneCare service, providing better visibility and predictability along with guaranteeing that any faulty equipment is quickly replaced.
- Another key partner, Cognito iQ, loaded every TC75 with a mobile workflow application, further improving the operational efficiency for Baxi’s field engineers.
Below are some supporting quotes from the companies involved;
Steve Randal, Service Operations Manager, Baxi Heating UK
“Our new field mobility solution, including Zebra’s TC75 touch computers and Cognito iQ’s software, is empowering our field engineers to work more efficiently and effectively with all the applications and information they need to deliver superior customer service at their fingertips.”
Laurent Othacéhé, CEO, Cognito iQ
“We enjoy a long-standing relationship with Zebra and together we provide the most advanced field service technology in the market. Baxi is leading the way, employing the powerful combination of our mobility and analytics platform together with the TC75. The real-time information generated by this solution improves insight and response time which leads to a measurable ROI for Baxi and improved service for their customers.”
John McMeeking, Senior Account Manager, Zebra Technologies
“Zebra’s technology has provided Baxi’s field engineers with the real-time operational visibility they need to make more informed decisions and provide a better overall experience for their customers. This solution wouldn’t have been possible without the talented team at Cognito iQ. Together we created a game-changing solution that ultimately benefits consumers looking to get their water and heating systems back up and running quickly.”
