Vaillant Group improve customer experience and business efficiency with address verification from Loqate

Vaillant Group produce high-efficiency gas boilers and renewable technologies such as Heat Pumps, Smart Controls and Solar technologies. Operating globally from Europe to China their mission is to ensure they put both the installation partner and the homeowner at the centre of everything they do.

In the past, errors in addressing has led to inefficient business operations and disappointed customers when engineers don’t arrive at the correct address. Wanting to improve the experience and allow customers to register their products or arrange a visit from an engineer, the team at Vaillant UK created a new digital journey. However, it was vital to ensure the correct address was inputted and validated before any records were created.

Recommended by a partner, Arron Alderson, Head of Solutions and Process for Vaillant UK, put the project out to tender and Loqate, a GBG solution, were the successful address verification supplier. Alderson talked to us about how Loqate has helped them create accurate records in their CRM system, improve the customer journey and increase efficiencies with engineer logistics. 

“Address validation from Loqate is implemented across Valliant UK’s direct online self-service booking channels, as well as their digital product registrations. By using address validation, Valliant UK can verify the customer location before the record gets created within the CRM system, it has also help to create a smooth customer journey. Our customers are reassured that the address they are entering will be saved in the correct format so that their documents upon completion of the registration will be received"

Since implementation, data quality has improved dramatically.

“By validating the correct customer address before the information enters our CRM system, the quality of our registration data for new products installed is much more reliable, it also ensures the address is valid for when we need to dispatch a support engineer - errors here can be costly both financially and from an operations point of view. Loqate’s product was very easy to implement into our digital journey for registering products. The support that was needed was more of a reassurance piece that the package being integrated was following the correct mapping structure. Any questions raised were promptly answered by the support team. I’d highly recommend Loqate’s address verification services to others”.

- Arron Alderson, Head of Solutions and Process, Vaillant UK