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Recruitment

Huntswood Increases customer trust in a major water provider, taking them from bottom to top of the satisfaction league table

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Case Study

Date

January 24, 2023

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Huntswood Increases customer trust in a major water provider, taking them from bottom to top of the satisfaction league table

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Delivering operational, consultancy and process improvement expertise to transform a water supplier's approach to customer service.

SCENARIO:

Following a large acquisition, our client, a nationally recognised water supplier, experienced capacity challenges in its customer services department. Huntswood delivered operational, consultancy and process improvement expertise to transform its approach to customer service.

Huntswoodโ€™s multi-channelย service, expert capacity planningย and technology tool kit allowedย us to balance contacts acrossย channels. We maximised valueย from underutilised channels andย educated customers so they wereย able to engage with the supplier through the channel of their choice.

Multi-channel proposition

quickly de-stressed the voice channel

Our channel proposition,ย which involved an IVR reviewย and re-engineering and aย billing cycle amendment,ย increased customersโ€™ optionsย and reduced the need for paperย correspondence significantly.

60% reduction

in white mail requirements

Due to the high performanceย of our people and with theย capacity issues under control,ย our operation was able toย increase the payment of amountsย outstanding by 100%.

100% increase

in collection of payments owed

We automated a key clientย process which saw the AHTย for calls involving this processย drop by 73%, from c.12ย minutes to c.3. We continue toย be engaged in recommendingย and implementing RPAย improvements to consistentlyย improve efficiency.

73%

efficiency delivered by RPA

Due to our improvementย initiatives and high qualityย delivery, our client can nowย boast the highest number of fiveย star Trustpilot reviews in theย industry, and an overall averageย score of 4.5.

4.5 / 5

trustpilot score

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