Airi is helping our clients to relieve their customer support and service teams and their engineers, enabling them to allocate resources where they are needed most and save costs on unnecessary call outs and visits, as well as ensuring their tenants receive 24/7 uninterrupted heating and hot water.
“Almost two thirds (63%) of faults read by our BCM devices between September 2020 and January 2021 were faults that did not require an engineer to visit site and were solvable by the tenant themselves”
Bernard Cook, Managing Director at Vericon Systems
Airi uses SMS messaging direct to the tenant’s mobile phone to notify them of any issue, and if a soft fix is possible. It can also be used to notify the tenant that an engineer visit is required and when that will occur, allowing the tenant to continue with their daily life and activities.
Used in combination with Vericon’s smart BCM device, the system enables remote monitoring and management of a boiler fault. BCM can identify when a boiler fails, as well as determine if the fault can be easily rectified. Using SMS, Airi contacts the tenant directly to explain the problem and provide step-by-step instructions leading to a fix. If the fault is more serious, Airi will notify the tenant that an engineer will be on their way with a designated day/time slot.
Vericon’s Connect platform will continue to monitor the situation and only highlight the fault condition if the fault has not been resolved within a few hours. If the tenant is able to fix the issue, the BCM will run diagnostics to ensure the boiler is working correctly before logging any actions. Even with tenant soft fixes, a full audit record is kept and can be interrogated at any time via the portal.
By using Airi we have been able to considerably reduce the volume of inbound calls from the trial pool, contacting 96% of breakdowns proactively by SMS or outbound call. Knowing the breakdown reason and identifying easy to resolve issues is helping us to achieve an exceptionally high percentage of customer self-fixes too.
Head of Innovation, HomeServe
Richard Sanzeri
Tenant engagement is always high on our list of priorities. We’re particularly interested in new, smart technology and solutions that make diagnosing and fixing boilers more efficient for us and effortless for our tenants
Senior Heating Surveyor, South Cambridgeshire District Council
Chris Brown
Airi
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