Keytree delivers Customer Contact Transformation Programme
The customer is responsible for water management, supply, waste water treatment and disposal in the catchment areas of two of the UK’s largest rivers. Driven by a need to digitise processes, the customer management team are changing how the organisation operates, with a strong focus on utilising technology orientated processes – both internally and externally.
Ofwat, the Water Services Regulation Authority, is responsible for the economic regulation of the water and sewerage industry in England and Wales and use its Service Incentive Mechanism (SIM) to encourage water companies to improve levels of customer service and reduce complaints. The customer regularly scores higher than the national average in the annual SIM reports although its ongoing research into continued improvements highlighted the value of technology to build more resilience into its systems.
Keytree transformed the Customer Contact Centre by implementing a range of new digital services to create a single working environment for agents – improving efficiency and customer liaison, which will help increase their performance against Ofwat’s SIM reports.