In order to meet the high customer service standards set by OFWAT, the UK’s water services regulation authority, South West Water (SWW) realised it needed to deploy a new system.
SWW required a flexible solution that was able to cost effectively leverage modern technologies. The company wanted to improve customer experience through digital communications via the web, e-mail and text messaging, as well as traditional communications such as telephone calls and letters.
Following the adoption of Microsoft Dynamics CRM, SWW has been able to respond to problems more quickly, improve customer communication and ensure a better experience for the customer.
“Using Dynamics we have improved visibility of customer cases which helps us resolve issues more effectively, improving customer satisfaction,” said Peter Hart, IS delivery programme lead, South West Water. “This solution was very much geared towards recording individual transactions, rather than providing a complete view of each customer. This made efficient handling of ongoing enquiries and complaints more problematic than it needed to be.”
The company has also seen a reduced number of repeat contacts and fewer complaints.
“Dynamics Views enable operational manager’s to proactively manage contact volumes and incoming work,” said Helen Gibbs, service improvement delivery leader at SWW. “Senior managers are also embracing views and dashboards by actively monitoring performance on a daily basis, where previously they relied on historical reports.”
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