How BAKU successfully leverages Movetex for an improved customer experience

BAKU installs windows and doors in aluminum, PVC, and wood. With four showrooms in Flanders and more than 30 years of experience, they aim to provide customers with a hassle-free service not only during installation but also afterwards. After-sales service is a key part of BAKU’s promise: fast, transparent, and customer-focused.

Challenge

With thousands of windows and doors installed, the number of service requests grows every year. For BAKU, efficiently scheduling technicians and keeping customers informed about their appointments had become increasingly challenging. Phone communication consumed a lot of time and put significant pressure on the service department.

At the same time, they wanted to better support their technicians with modern tools, ensuring assignments could be completed flawlessly and without administrative hassle.

“With over 30 years of experience in the industry, we have a large customer base that we want to serve quickly and efficiently. Thanks to Movetex, we have significantly improved our efficiency in scheduling after-sales service.”Louis De Scheerder, Managing Director, Baku

Solution

BAKU implemented Movetex to optimize the entire after-sales service process.

Smart planning
With Movetex, technician routes have been greatly improved. BAKU can now schedule more interventions per day while covering fewer kilometers. This not only increases efficiency but also contributes to a more sustainable use of resources.

Invitation emails and customer portal
Customers receive automatic invitation emails with a proposed appointment. They can confirm, decline, or provide feedback digitally. This significantly reduces the number of phone calls and gives customers greater convenience and flexibility. Additionally, the track-and-trace portal allows customers to follow their technician’s journey in real time.

Mobile support for technicians
Service technicians use the Movetex Mobile Workforce App, which provides their daily schedule, navigation, checklists, and all necessary customer information. Work orders are completed digitally and immediately synchronized with the back office. This keeps technicians fully up-to-date and ensures no information is lost. Last-minute changes are instantly visible to both the planner and the technician.

“The routes for our technicians are now much better optimized, allowing us to schedule more interventions while reducing kilometers. This helps us improve our service and contribute to a more sustainable environment.”Louis De Scheerder, Managing Director, Baku - Raaminnovators

Result

With Movetex integrated into their service department, BAKU has achieved clear improvements:

• Customers can schedule appointments digitally, significantly reducing phone calls.

• Transparent communication increases customer satisfaction.

• Optimized routes allow for more interventions per day while reducing travel distance.

• Digital work orders speed up information flow and reduce administrative workload.