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.
Stakes: productivity and network reputation
Reliability
Identify the exact part remotely to secure a fix on the very first visit.
Optimisation
Free up technical time by eliminating trips for minor adjustments.
Reputation
Modernise the cooperative's image by equipping members with leading digital practices.
What they deployed with Vizalia
The network chose Vizalia for how easy it is to roll out: within fifteen minutes a technician is self-sufficient.
Crucially for Axenergie, the image never cuts the audio, so contact with the customer holds even in low-coverage areas.
Use cases: visual diagnosis as a reflex
Remote pre-diagnosis
Visual confirmation of the fault to validate spare part needs before the technician sets off.
Guided repair
Live assistance helping the customer perform simple actions on their boiler.
Technician support
A daily reflex that secures decision-making before any physical intervention.
Vizalia made things easier thanks to how simple it is for technicians. That is why more than half our network uses it every day.
Outlook: making the visual reflex universal
Visual sessions have become a strategic ally for the network's growth. Axenergie keeps extending them so responsiveness becomes the signature of every cooperative agency.
Results: broad adoption and concrete gains
Field efficiency
Two sessions out of three let the fault be diagnosed or fixed immediately.
Network adoption
More than half the agencies use it almost every day.
Logistics gains
A significant drop in the number of trips and the related admin time.
Also working in Heating & Air Conditioning?
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