Executive Summary

Great Northern Insulation (GNI), a prominent building services provider in Ontario, has significantly upgraded its customer service and operational efficiency by adopting the IrisCX technology. This innovative system has enabled GNI to deliver faster and more accurate insulation quotes, significantly reduce its carbon footprint, and maintain effective personal interactions with customers.

Background

For over four decades, GNI has committed to enhancing home energy efficiency and ensuring high customer satisfaction. Traditionally reliant on in-home assessments for providing insulation quotes, the process was often slow and geographically bound, which no longer met the fast-paced demands of modern customers.

Challenges

GNI faced several challenges that prompted the adoption of a new solution:

• Operational Efficiency: The need for staff to travel to provide in-person quotes was inefficient and costly.
• Customer Expectations: Modern consumers demand quick, hassle-free service interactions, a shift from the slower traditional methods.
• Environmental Impact: As a company dedicated to sustainability, reducing carbon emissions was a significant concern for GNI.
• Environmental Benefits: The reduction in travel not only saved time but also significantly cut down GNI’s carbon emissions, supporting its environmental objectives.

Impact of IrisCX on GNI

IrisCX introduced a groundbreaking change to GNI’s service delivery, employing cutting-edge AI, augmented reality, and automation to streamline the estimation process. Key components of the solution included:

• Virtual Consultations: By enabling customers to connect with GNI representatives via a secure, digital platform, the need for in-person visits was greatly reduced. This allowed for immediate discussion and assessment of insulation needs.
• Real-Time Interactions: Estimators could evaluate the project scope in real-time through digital interactions, ensuring that quotes were both accurate and personalized.
• Environmental Benefits: The reduction in travel not only saved time but also significantly cut down GNI’s carbon emissions, supporting its environmental objectives.

Solution: Implementing IrisCX

• IrisCX introduced a groundbreaking change to GNI’s service delivery, employing cutting-edge AI, augmented reality, and automation to streamline the estimation process. Key components of the solution included:
• Virtual Consultations: By enabling customers to connect with GNI representatives via a secure, digital platform, the need for in-person visits was greatly reduced. This allowed for immediate discussion and assessment of insulation needs.
• Real-Time Interactions: Estimators could evaluate the project scope in real-time through digital interactions, ensuring that quotes were both accurate and personalized.

Testimonials

Bill Maginas, CEO of GNI, praised the new system:

“IrisCX enables us to offer quick and accurate virtual consultations that are tailored to our customers schedules. It helps us reduce operational costs and minimize our environmental impact while boosting our customers’ energy efficiency.”

Conclusion

GNI’s implementation of IrisCX is a testament to how digital innovation can modernize traditional business practices. Their experience underlines the potential of technology to enhance customer service, increase operational efficiency, and meet sustainability goals, establishing new standards for the insulation industry and serving as a model for others in the sector.