Three Valleys Water is implementing an advanced customer relationship management system, based on state-of-the-art document and process automation technology from TOWER Technology and Staffware. The new solution will improve customer service for the company`s three million residential and commercial consumers in a wide area of the Home Counties and North London.
Alicia Harden, Head of Service Delivery at Three Valleys Water stated: "Our mission is to provide a reliable supply of water supported by high levels of customer service, through the excellence of our employees. This implementation will help us build on this mission and achieve our goals."
The new system, from TOWER Technology and Staffware, will provide Three Valley`s customer service staff with instant access to online application/service request forms, queries, new service requests, outstanding and historical invoices and statements, and status of pending cases, and help them further enhance the quality and responsiveness of the service they provide.
Customer Service and Customer Accounts team members will have immediate electronic access to all the information needed to resolve issues, including a customer`s complete case history. For the call centre, the new system means that quality of replies to customer calls will improve significantly while reducing the number of telephone call-backs.
The company`s customer service department receives more than 1,500 letters every day and needed to implement a solution that would continue to meet the targets enforced by the industry watchdog. It is anticipated that the system will make significant productivity improvements and enhance customer satisfaction.
Damian Hyland, VP Europe, TOWER Technology stated "The key to Three Valleys` increase in productivity is in providing customer service staff with instant access to all the information necessary to answer customer queries. This installation is one of he first of its kind in the UK, one that we hope will fast become the standard for the industry."
Robert Glenn, Sales Director, Staffware said "In a market characterized by tighter regulation and growing competition, utilities are placing increased emphasis on improving customer loyalty and shareholder value. Staffware`s proven workflow solutions are allowing utilities to not only improve customer service, but also the way they conduct business - strengthening their competitive position."
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