Bailey’s Heating Company – IT Integration & Automation

Bailey’s Heating Company Ltd is a Bedford-based domestic heating specialist established in 2010. The company manages heating services for approximately 4,000 properties on behalf of a housing association, conducting annual gas servicing, boiler repairs, and maintenance, as well as replacing around 250 boilers annually. They also serve a substantial private customer base.

Operating 24/7, Bailey’s Heating Company Ltd relies heavily on efficient IT systems to manage its operations. However, lacking in-house IT expertise, they faced challenges in maintaining and advancing their technological infrastructure. The need for reliable IT support and system integration became critical to sustain their service quality and operational efficiency.

• Absence of dedicated in-house IT personnel

• Necessity for seamless integration between their scheduling system and the housing association’s system

• Requirement for reliable IT support to ensure uninterrupted 24/7 operations

• Need to minimise manual administrative tasks and reduce human error

Confidence IT provided a comprehensive suite of services to address Bailey’s Heating Company Ltd’s needs:

• Remote Desktop Hosting: Implemented a remote desktop solution to host their shared diary, facilitating better coordination among staff.

• IT Helpdesk Services: Offered responsive support via telephone and email to resolve IT issues promptly.

• Office IT Setup: Managed the setup of new office infrastructure, including phones and desktops, ensuring a smooth operational environment.

• Telephone System: Deployed a reliable telephone system to enhance communication capabilities.

• API Integration: Developed and implemented an API to integrate their scheduling system with the housing association’s system, enabling automatic updates on job statuses.

• Enhanced Efficiency: The API integration automated the job scheduling process, eliminating manual data entry and significantly reducing administrative workload.

• Improved Accuracy: Automation minimised human errors, ensuring accurate job information and status updates.

• Real-Time Updates: Engineers could update job statuses via iPads, with information instantly relayed to the housing association’s system.

• Focused Customer Service: With reduced administrative tasks, office staff could concentrate more on delivering exceptional customer service and supporting engineers effectively.

Initially recommended by an existing client, Bailey’s Heating Company Ltd engaged Confidence IT for helpdesk services and telephone system setup. Impressed by the team’s knowledge, responsiveness, and friendly service, they entrusted Confidence IT with more significant projects, including the critical API integration. The consistent and reliable support provided reassurance to their senior management team.