Customer engagement, loyalty and market research company Bilendi has created a major customer loyalty and engagement programme for Baxi, one of the UK’s largest heating and hot water manufacturers. Using multiple channels, including mobile and online platforms, advice lines, social forums and a trade support app, Baxi Works provides Baxi with a strategic tool to engage with, support and reward its installer customers.
Baxi Works is easy to access using a smartphone or tablet while the installer is on site, helping to reduce the amount of paperwork they have to do at the end of their working day. It provides practical technical help and regulatory advice and supports their business by giving them access to easy warranty registration, annual service reminders sent to domestic customers, free listing on the Baxi website to receive homeowner leads and more.
Rather than offering a generic rewards scheme with standard products, Bilendi has built a bespoke programme to incentivise engineers to install Baxi boilers. Members earn points for every installation that they can spend on a specially selected range of professional standard tools, accessories, clothing and gifts. It has also developed a Baxi Toolbelt App, which is available on iPhone and Android which offers useful support tools, like a gas flow rate calculator.
As one of the UK’s leading boiler manufactures, Baxi has been a pioneer in the field of trade loyalty programmes. For the first time, Baxi Works integrates every operational strand of its customer engagement and support activities into one software and data management system.
David Cook, Sales Director at Baxi, commented: “Baxi has taken the lead in supporting heating engineers with truly useful services such as the smart Baxi Toolbelt App. Baxi Works enhances our already close relationship with our trade customers by delivering priority technical support; useful tools that will make their work easier; and rewards that are tailored to their needs, through one, easy to use platform. It is all about adding value for our trade customers by prioritising, supporting and rewarding them”
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