Introduction
Heatable, the UK’s third largest supplier and installer of residential heating systems, solar and home battery technology, engaged Fifty One Degrees to support their adoption of AI and advanced data analysis. Launched in 2016, Heatable had rapidly become a leader in the industry, renowned for its game-changing, technology-led customer experience. Heatable looked to fuel its next phase of growth through the power of advanced data science, AI Agents and conversational AI, with Fifty One Degrees providing strategic and implementation support.
Heatable’s co-founder, Ben Price, said “We were thrilled to partner with Nick, Mark, and the Fifty One Degrees team as we embarked on an exciting journey deploying AI and advanced data science. Heatable’s success had always been rooted in our relentless focus on using technology to better serve our customers. As technology continued to evolve, it was vital that we stayed at the forefront of innovation. Fifty One Degrees brought a unique blend of expertise in both the advanced technologies we needed to deploy and the broader challenge of building meaningful, sustainable businesses. Their support was invaluable as we continued to push the boundaries and deliver even greater value to our customers.”
Heatable’s journey
Heatable entered the market in 2017 with a vision to revolutionise the residential heating sector. By focusing on innovative technology and exceptional customer service, Heatable has carved out a significant share of the market. Their commitment to a seamless, user-friendly experience has been a key driver of their success, setting them apart from traditional competitors.
Implementation in Action: AI Agents for Operational Excellence
Building on our successful data strategy, the partnership expanded to tackle specific operational bottlenecks using targeted AI Agents. We focused on two key areas: customer aftercare and the growing solar installation division.
1. The Aftercare AI Agent
Result: 50% automation rate in customer aftercare.
The challenge was to manage high volumes of customer inquiries efficiently without sacrificing service quality. We developed and deployed a bespoke Aftercare AI Agent to handle frontline interactions.
This solution, leveraging our Conversational AI capabilities, successfully automated three critical functions:
- Warranty Claims: The agent processed customer warranty claims from start to finish, collecting necessary information and initiating the workflow.
- Customer Triage: It provided instant advice for common issues (e.g., boiler fixes), resolving many queries through self-service.
- Intelligent Escalation: For more complex cases, the agent gathered all relevant details before seamlessly triaging the issue to the specialist human team, embodying our ‘human-in-the-loop’ approach.
The impact was a 50% automation rate, allowing Heatable’s expert team to focus their efforts on the most challenging customer cases.
2. The Solar PM AI Agent
Result: 30% productivity increase for Project Managers.
As Heatable’s solar division grew, its Project Managers (PMs) were increasingly burdened with time-consuming, “fiddly” administrative tasks. This was a clear opportunity for a productivity-enhancing solution.
We built the Solar PM AI Agent to act as a digital assistant, automating a range of repetitive administrative work, including:
- Completing and filing G99 forms.
- Managing routine communications with DNOs (Distribution Network Operators).
- Handling other essential solar installation admin.
This agent delivered a 30% productivity increase for the solar PMs, freeing them to manage more installations, focus on high-value strategic tasks, and accelerate the division’s growth.
Conclusion
By partnering with Fifty One Degrees, Heatable was poised to continue its trajectory of innovation and growth. Leveraging AI and advanced data science not only enhanced their customer experience but also drove operational efficiencies and gave Heatable greater visibility and control over their data. As Heatable embarked on this exciting journey, Fifty One Degrees remained a committed partner, dedicated to supporting their vision and enabling their success in the competitive heating market.
