Dee Valley Water

With UMS address based alerting system, Dee Valley Water have found a way to transition from traditional forms of communicating service outages to a modern way of communicating with their customers. This new system has immediately seen a benefit in customer satisfaction and resulted in less unwanted calls taken by call centres.

Background

The usage of the system has become a natural part of Dee Valley Water’s daily routine contributing to the bettering of their regulated service score. Providing notifications and updates promptly for all service disruptions on a regular basis, significantly reduces the amount of phone enquiries. This is a perfect example of customer service at its best.

The majority of people carry a mobile device with them to check their emails and messages. With our channel scope, the chances of successfully notifying residents is highly likely. Once messages are sent, our system can monitor the statistics in a given area whereby further strategic decisions can be made e.g. if there is continuous large scale interruption to drinking water, deploy and provide details of the nearest water tankers available to residents.

With the case of boil water notices increasing around the UK, customers are feeling more assured that the prompt alerting provided by Dee Valley Water would limit the amount of people put in poor health; essentially reducing the risk of fatalities and protecting the reputation of the firm.

With our address based alerting system, Dee Valley Water has found a way to move away from traditional forms of communicating service outages. This modern system, has immediately seen a benefit in customer satisfaction and resulted in less unwanted calls taken by call centres.

Response time to unplanned outages have improved through the immediate dissemination of alerts and the ability to create alert scenarios to match any situation. Naturally, this has also improved the aforementioned SIM scores.

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