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1/6/2021

  • Strategy

New data-driven remote service offers Baxi UK customers 24/7 support

Our Baxi Heating business has gone live in the UK with a new connected remote service proposition that harnesses digital technology to deliver more effective and proactive customer support for one of its most popular boilers. The subscription-based service offering, available to existing and new service contract customers, enables 24/7 monitoring and remote maintenance for faster, more efficient service.


Intuitive and pre-emptive, the new proposition solves potential issues with the boiler before it becomes an actual problem that causes interruption and discomfort. It also keeps customers up to date on upcoming services or maintenance needs.

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“This is about offering improved customer service – and ultimately peace of mind,” says Steven Eales, Digital Product Manager, Baxi Heating.

“If customers experience a problem, we can act proactively to solve the issue remotely if possible, or get it right first-time if a call-out is required. Customers will also receive a monthly update on the status and performance of their boiler.”

Data intelligence drives service

The new offering, which builds on the success of a six-month pilot of the remote support offering in the UK, uses data delivered from the boiler to the BDR Thermea cloud, via a gateway. This is a separate piece of hardware that sits inside the boiler and monitors what’s going on.

The gateway constantly reads the data about the boiler and sends information up to the cloud via mobile GPRS technology. This gateway monitors the boiler 24/7, and as soon as it detects a problem or a fault, it sends an alert to Baxi’s customer service centre in Warwick. Engineers across the UK will have a full picture of the boiler on the platform, including its fault and service history, which they can draw on to quickly decide next steps.

Call-out engineers will have accurate data on hand that they can use to know what the next step needs to be, and which parts or tools they need to bring. This is a simpler and more convenient solution for customers, who need only stay home once, and can continue to go about their lives. “This will help us make our service business more efficient,” says Eales.

Predictive abilities

The data from the gateway device can also provide early indications that the boiler is due for maintenance, allowing for predictive rather than reactive maintenance.

Baxi plans to extend these predictive capabilities, with the aim of preventing breakdowns with preventive and planned maintenance.

Going forward, the plan is to ultimately have Baxi UK’s entire range of boilers connected to a web-based platform. This way, a connected offering is always available when customers contact a call centre in the UK. “This will help us offer extra reassurance and peace of mind to our customers,” says Eales.

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© BDR Thermea Group 2020

© BDR Thermea Group 2020