Because it goals to optimise its inside enterprise operations and higher tackle buyer wants, Welsh Water has deployed 8×8’s communications platform as a service (CPaaS) Video Interplay utility programming interface (API) to enhance effectivity and productiveness, whereas additionally delivering sooner service decision for enhanced buyer expertise.
Working since 2001, Welsh Water is a not-for-profit firm accountable for supplying ingesting water and wastewater companies to Wales and western England. It serves 1.4 million properties and companies with companies for 3 million folks in most of Wales, Herefordshire and components of Deeside. Round 828 million litres of water are equipped day-after-day.
Welsh Water is the sixth largest of the ten regulated water and sewerage firms in England and Wales. Chargeable for offering a steady, high-quality provide of ingesting water, and for taking away, treating and correctly disposing of the wastewater produced, the corporate mentioned it’s totally dedicated to delivering the highest quality service as a minimum potential value.
The corporate is owned, financed and managed by Glas Cymru, an organization restricted by assure – and as such has no shareholders – working a enterprise mannequin that goals to scale back Welsh Water’s asset financing value, the water business’s single largest value. Financing effectivity financial savings thus far have largely been used to construct up reserves to insulate Welsh Water and its prospects from any sudden prices.
But in sustaining this high quality benchmark, Welsh Water has confronted challenges in offering buyer help, particularly when associated to triaging buyer points equivalent to leaking or burst pipes. An absence of visible information made it tough for employees to know what precisely was wanted to repair a problem, together with the required instruments, resulting in wasted money and time – a price of roughly £130 per journey.
Peter O’Hanlon, Welsh Water
“Resolving points for patrons requires a multistep course of to determine the severity, who’s greatest outfitted to repair the difficulty, and the place it falls on the checklist of present priorities,” mentioned Peter O’Hanlon, head of supply for buyer technique at Welsh Water.
“The 8×8 Video Interplay API permits us to higher carry out triage when points and issues come up, over the telephone or cellular machine, while not having to ship somebody out right away to the bodily location. We’re now higher outfitted to unravel issues sooner, which is a profit to each us and our prospects.”
8×8 CPaaS consists of SMS, voice, chat apps, video and efficiency monitoring, and Welsh Water has been in a position to higher talk with prospects via the 8×8 Video Interplay resolution that enables for real-time video communication and a greater understanding of buyer points.
By means of the usage of video, Welsh Water has been in a position to join with prospects remotely to higher diagnose issues accurately the primary time, choose their severity and precedence, and develop an acceptable plan of motion, main to higher customer support experiences.
“When a buyer has a service subject, they need it resolved as shortly as potential. Not figuring out and fixing the issue in a well timed method can negatively impression productiveness and working prices, in addition to worker and buyer expertise,” mentioned Stephen Hamill, common supervisor of CPaaS at 8×8. “When coping with irritating conditions, equivalent to water points, the correct expertise makes all of the distinction to each worker and buyer experiences.”