Efficiency and transparency: how BAKU deployed successfully on Movetex for increased customer experience

BAKU Window Innovators is a Belgian company specializing in the manufacture and installation of windows and doors in aluminum, PVC, and wood. They are known for their focus on sustainability, innovation, and customer service. The company offers high-quality, energy-efficient products that ensure longevity and energy savings. BAKU values transparent communication, craftsmanship, and hindrance-free installation. They have multiple showrooms in Belgium and work closely with their sister company VieW for innovative window solutions.

Challenge

After more than 30 years in the business and 4 showrooms later, Baku makes promises to the market that they aim to deliver in the present and the decades to come. They strive for lasting customer relationships and try to achieve this by offering transparency to their customer. In doing so, they are committed to high-quality customer service. Once the placement is over, Baku remains at their disposal. They try to respond quickly and accurately to after-service. They also invest continuously in performant and innovative tools so that the technicians can do their job optimally.

Solution

In a first phase, BAKU is using Movetex today in the service department. The solution offered by Movetex not only focuses on optimizing overall customer communication but also integrates specific features such as invitation emails and a full track-and-trace portal. As a result, customers are proactively informed of their appointments and can track the status of their technician in real time. This contributes to increased efficiency and customer satisfaction through clear and timely communication about the progress of their service request. The service technicians also use the Movetex Mobile Workforce App. This seamlessly connects the technicians to back office so they are always up-to-date. Digital tools such as navigation, checklists and contact information allow teams to perform their work optimally. Execution data is digitally collected and automatically synchronized to avoid paperwork. With live tracking, scheduling knows exactly where service technicians are and last-minute changes are immediately visible.

“With over 30 years of experience in the industry, we have an extensive customer base that we aim to serve quickly and efficiently. Thanks to Movetex, we have significantly improved our efficiency in scheduling after-hours services. The routes for our technicians are now much better optimized, allowing us not only to schedule more interventions, but also to travel fewer miles. This not only helps us improve our service, but also contributes to a more sustainable environment.”Louis De Scheerder, Managing Director, Baku - Raaminnovators

Result

The use of Movetex perfectly frames the 8 promises Baku makes to their customers. Using Movetex in their after-service process achieved the following results:

• Dramatically reduced the number of telephone customer calls by providing customers with digital tools to schedule their appointments.
• Improved customer experience by keeping customers continuously informed via customer portal
• More efficient execution of jobs by using the Movetex Mobile Workforce App
• Digital work orders ensure that information flows immediately and automatically to back office dramatically reducing administration time