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.
Huntswoodโs 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.