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News & Events

Keeping you up to date

Celebrating 20 years of brighter thinking, better service

Posted by Dave Webb on November 7, 2012

In 1992 Cognito recognised the potential for mobile applications and data to assist organisations in their quest to achieve service excellence. Since then our customers have been able to depend on us to be at the forefront of mobile technology developments and offer support, insights and services necessary to ensure maximum value is achieved throughout the full lifetime of a solution.

To celebrate our achievements, we gathered our team together to reflect on our developments over the last 20 years and raised a toast to the future.

Our Managing Director, Steve Alderson is our longest serving employee and he gave a great speech which recognised our achievements, product developments and strong relationships, as well as our fantastic team of talented and focused staff. Over the years, we've encouraged brighter thinking and better service, and as a result we are now regarded as service leaders with expertise in the drivers of excellence.

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Technology and the people: the BAXI heateam story

Posted by Steve Alderson on July 12, 2012

BAXI heateam, the service division of BDR, sees service excellence as a differentiator in a very competitive market place. Its strategy is to drive performance through the use of technology and uses a mobile workforce management solution to achieve excellent levels of customer service, as benchmarked against competitors and service providers in other industries. The use of technology has been responsible for BAXI heateam’s 98% first time fix rate and 92% ‘good’ or ‘excellent’ customer service rating, but technology is only one piece of the puzzle.

For BAXI heateam, the key to the successful implementation of a mobility solution was to ensure buy-in from those who would be using it, the engineers in the workforce. It realised very early on in the process that it needed to engage with the engineers and get them bought into the technology and the change.

How did BAXI heateam do this? Steve Randall, Service Operations Manager at heateam explains

“In order to ensure successful adoption of the new workforce management solution we identified two engineers who would be part of the whole implementation process and would be included at the specification, development, testing and delivery stages.

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UK service culture hots up with customer expectation driving technology demand

Posted by Steve Alderson on August 5, 2011

Workforce management company reveals rise in SLAs and record period for customer sign up

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