BAXIROCA gains powerful insights into after-sales performance

Harnessing cutting-edge software for business analysis

Published on 02-Jan-2013

"If we have reliable information about our services, we can tackle every issue more productively. By identifying our weak points, we can react promptly and effectively. This has been made possible by the Cognos software, which will continue to play a central part in our business in the future." - Lluis Hellin, IT Manager, BAXIROCA

Customer:
BAXIROCA

Industry:
Consumer Products

Deployment country:
Spain

Solution:
BA - Business Analytics, BA - Business Intelligence

IBM Business Partner:
Saima Solutions

Overview

Founded in 1917, BAXIROCA specialises in the design, production and sale of gas boilers. BAXIROCA has grown to become one of Spain’s leading providers of heating services and equipment. The company is headquartered in Barcelona, and its after-sales network employs around 700 technicians and 300 administrative staff. The company’s database contains information on more than 1.6 million installed gas boilers and over 650,000 maintenance visits per year.

Business need:
BAXIROCA wanted to improve the quality and cost-efficiency of its after-sales services, which are managed through a channel of 140 franchised companies in Spain and Portugal.

Solution:
BAXIROCA chose to implement IBM® Cognos® Business Intelligence 10, a powerful data analysis tool. The software enables BAXIROCA to analyse data about its registered products, and will give the company a more thorough, reliable and up-to-date view on how the franchised companies are performing.

Benefits:
Enables BAXIROCA to monitor the performance of its franchised companies in a faster and more reliable fashion, and plan improvements accordingly. Accelerates the creation of reports on the quality of after-sales services. Supports the company’s goal of using the data collected to continuously improve customer service.

Case Study

To read a Spanish version of this case study, click here.

Founded in 1917, BAXIROCA specialises in the design, production and sale of gas boilers. BAXIROCA has grown to become one of Spain’s leading providers of heating services and equipment. The company is headquartered in Barcelona, and its after-sales network employs around 700 technicians and 300 administrative staff. The company’s database contains information on more than 1.6 million installed gas boilers and over 650,000 maintenance visits per year.

After-sales operations, such as installation, maintenance and repairs, are handled through BAXIROCA’s network of franchised companies, which operates in Spain and Portugal. Each of these companies is allocated a specific geographical region and provides after-sales support for all the customers within that region.

Lluis Hellin, IT Manager at BAXIROCA, says, “BAXIROCA manages production and pre-sales processes. Our numerous franchised companies handle the later stages of the transaction and work directly with our end-customers. After-sales services are incredibly important to our clients: if a problem arises and we don’t deal with it quickly and efficiently, this will have a negative impact on the BAXIROCA brand.”

Lluis Hellin continues, “As a manufacturer, BAXIROCA has the final responsibility for product warranties, and each warranty claim has a direct cost implication. We need to have a comprehensive view of our partners’ after-sales activity to identify the most common problems and understand why the claims arise. This should help us reduce problems and keep boosting the reliability of our brand and products.”

Identifying great opportunities with analytics
BAXIROCA’s franchised companies collect and send a wide range of data during installation, maintenance and repair visits, including serial numbers, product specifications, warranty start dates, maintenance and repair work carried out, and time spent providing services and transporting spare parts. Despite possessing this vast store of information, BAXIROCA did not have a tool which could help it to manage the data efficiently. Creating accurate data reports was necessary for BAXIROCA to better understand what the issues were.

Lluis Hellin explains, “We needed to uncover patterns in the data to gain a deeper understanding of the problems we were trying to solve, so that we could quickly develop solutions to specific issues.”

To gain insight into the data, BAXIROCA chose to implement IBM Cognos Business Intelligence 10, a powerful data analysis tool. To help architect and configure the Cognos deployment, BAXIROCA chose IBM Business Partner Saima Solutions.

Mireya Martinez, Business Analyst at BAXIROCA, says, “Saima Solutions completely understood the needs of our business from day one. The Saima Solutions consultants handled the installation, analysis, configuration, training and report development very professionally, delivering great service and providing deep technical expertise. Saima Solutions was also able to accommodate our last-minute changes to the project schedule.

“The IBM Cognos software provides in-depth analysis of customer data, so that we can make better use of the information collected to target the specific problems facing our business and our customers.”

BAXIROCA uses the solution to assess the frequency of specific problems and uncover their root causes. By analysing the data by product line, for example, it can rapidly become apparent if a failure is being caused by installation defects, maintenance failures or design faults. Using this analysis, BAXIROCA is able to intervene by recommending changes to working practices or by altering the product itself, based on detailed, accurate information about how our products are being used in the real world. The ultimate purpose is to provide better products and better customer service, a by-product of which will be fewer warranty claims and reduced business costs.

Lluis Hellin concludes, “If we have reliable information about our services, we can tackle every issue more productively. By identifying our weak points, we can react promptly and effectively. This has been made possible by the Cognos software, which will continue to play a central part in our business in the future.”

About Saima Solutions
Saima Solutions is a Spanish IBM Premier Business Partner specialising in IBM Cognos Business Intelligence, Cognos Planning and Cognos TM1 software. Saima Solutions has more than 12 years of experience with Cognos software. It currently has more than 200 customers, and supports over 1,000 Cognos users.

To learn more about Saima Solutions, please visit www.saimasolutions.com

About IBM Business Analytics
IBM Business Analytics software delivers data-driven insights that help organisations work smarter and outperform their peers. This comprehensive portfolio includes solutions for business intelligence, predictive analytics and decision management, performance management, and risk management.

Business Analytics solutions enable companies to identify and visualise trends and patterns in areas, such as customer analytics, that can have a profound effect on business performance. They can compare scenarios, anticipate potential threats and opportunities, better plan, budget and forecast resources, balance risks against expected returns and work to meet regulatory requirements. By making analytics widely available, organisations can align tactical and strategic decision-making to achieve business goals.

For more information
For further information please visit ibm.com/business-analytics

Request a call
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Products and services used

IBM products and services that were used in this case study.

Software:
Cognos Business Intelligence

Legal Information

© Copyright IBM Corporation 2012. IBM Spain, Santa Hortensia 26-28, 28002 Madrid, Spain. Produced in Spain. December 2012. IBM, the IBM logo, ibm.com and Cognos are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the web at: www.ibm.com/legal/copytrade.shtml. IBM and Saima Solutions are separate companies and each is responsible for its own products. Neither IBM nor Saima Solutions makes any warranties, express or implied, concerning the other’s products. This document is current as of the initial date of publication and may be changed by IBM at any time. Not all offerings are available in every country in which IBM operates. The client examples cited are presented for illustrative purposes only. Actual performance results may vary depending on specific configurations and operating conditions. THE INFORMATION IN THIS DOCUMENT IS PROVIDED “AS IS” WITHOUT ANY WARRANTY, EXPRESS OR IMPLIED, INCLUDING WITHOUT ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND ANY WARRANTY OR CONDITION OF NON-INFRINGEMENT. IBM products are warranted according to the terms and conditions of the agreements under which they are provided.