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Vericon Systems launches new SMS helpdesk to solve soft fix boiler issues

Vericon Systems, a provider of innovative building management systems, has launched Airi, an intelligent autonomous SMS helpdesk to help property managers and tenants carry out soft fixes to their boiler, without the need for a call out.

Airi uses SMS messaging direct to the tenant’s mobile phone to notify them of any issue

With some existing systems, communication between the thermostat and boiler is not possible, so if a boiler fault occurs it is up to the property manager or housing association to send a message to the thermostat within the property, but this requires the tenant to be at home for it to be useful. Airi uses SMS messaging direct to the tenant’s mobile phone to notify them of any issue, and if a soft fix is possible. It can also be used to notify the tenant that an engineer visit is required and when that will occur, allowing the tenant to continue with their daily life and activities.

Used in combination with Vericon’s smart BCM device, the system enables remote monitoring and management of a boiler fault. BCM can identify when a boiler fails, as well as determine if the fault can be easily rectified. Using SMS, Airi contacts the tenant directly to explain the problem and provide step-by-step instructions leading to a fix. If the fault is more serious, Airi will notify the tenant that an engineer will be on their way with a designated day/time slot.

Vericon’s Connect portal will continue to monitor the situation and only highlight the fault condition if the fault has not been resolved within a few hours. If the tenant is able to fix the issue, the BCM will run diagnostics to ensure the boiler is working correctly before logging the fault. Even with tenant soft fixes, a full audit record is kept and can be interrogated at any time via the portal.

Bernard Cook, managing director at Vericon Systems, says its smart technologies can provide real benefits and greater efficiencies for housing providers and tenants alike: “Almost two thirds (63%) of faults read by our BCM devices between September 2020 and January 2021 were faults that did not require an engineer to visit site and were solvable by the tenant themselves,” he said.

“Airi is helping our clients to relieve their customer support and service teams and their engineers, enabling them to allocate resources where they are needed most and save costs on unnecessary call outs and visits, as well as ensuring their tenants receive 24/7 uninterrupted heating and hot water.

“With a comprehensive audit for every boiler available through the portal and real time fault codes from BCM, engineers can clearly see what the issue is and visit the site with the necessary parts needed to rectify, helping to increase first-time fix rates”, Bernard concludes.

Airi is now available free to all BCM subscribers. For more information on Vericon Systems and its smart technologies, visit

24 February 2021


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