Axenergie
2 out of 3 faults resolved remotely
How a network of 140 branches transformed its after sales service by resolving two out of three faults remotely.
About Axenergie
Axenergie is a national cooperative of 140 independent heating agencies and 3,000 staff. A major player in heating and air conditioning repair, the network pools resources to deliver strong local service across France.
The problem: harmonising diagnosis across a national network
A language gap
Between a customer's description and the technical reality of a boiler, the gap is often wide. Without an image, diagnosis stays uncertain.
Unstable previous setups
The setups used previously dropped the call whenever the network weakened, breaking all contact with the customer.
A need for responsiveness
With 140 agencies, the challenge was something simple enough to be adopted widely and to answer requests instantly.
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