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A nationally recognised water supplier faced significant customer service challenges following a major acquisition. Huntswood was engaged to deliver operational expertise, consultancy, and process improvements to transform the client’s approach to customer service.
The Challenge:
The acquisition created capacity issues within the customer services department, leading to increased pressure on voice channels, inefficient processes, and longer handling times. The client needed a solution that would improve efficiency, enhance customer experience, and optimise channel usage.
The Solution:
Huntswood implemented a multi-channel service supported by expert capacity planning and technology tools. This approach balanced contacts across channels, maximised underutilised options, and educated customers to engage through their preferred channel. Key initiatives included:
- A review and re-engineering of IVR and amendments to the billing cycle to increase customer options and reduce paper correspondence.
- Automation of a key client process to significantly reduce average handling times.
- Development of RPA improvements to drive ongoing efficiency.
- Initiatives to improve payment collection and overall customer experience.
The Results:
- Multi-channel proposition reduced pressure on voice channels
- 60% reduction in white mail requirements
- 100% increase in collection of payments owed
- 73% reduction in average handling time for automated processes (from approximately 12 minutes to 3 minutes)
- 4.5 out of 5 Trustpilot score, the highest in the industry