Five ways UK water companies can enhance customer service

A recent OFWAT and Consumer Council for Water study has highlighted a concerning trend of declining satisfaction and eroding trust among customers of UK water companies. This has been further intensified by negative media coverage on topics like sewer discharges and similar issues.

Water companies will now have to respond to OFWAT’s implementation of a new requirement in the licences of all water companies in England and Wales, aiming to significantly enhance customer care, especially for those needing additional support with their water and wastewater services.

To rebuild trust and comply with OFWAT’s new ‘customer-focused licence condition’, improving customer service is crucial. This is especially important given the emphasis in the PR24 Draft Determination on the need for a significant upgrade in the standard of service provided by water companies.

5 strategies to improve your customer service

1. Proactive communication

Regularly update your customers on service changes, maintenance schedules, and potential disruptions using multiple channels like SMS, email, and social media, in line with customer contact preferences. Transparency and relevant, timely information help to build trust.

2. Efficient issue resolution

Use advanced data analytics to predict and address issues before they affect your customers. A quick, ‘first time right’ response to leaks, service interruptions, and billing inquiries significantly enhances customer satisfaction. Equipping CSRs with a comprehensive 360° customer view enables them to efficiently assist customers with everyday processes and requests, leading to higher internal user satisfaction and positively impacting metrics like C-MeX.

Today’s customers expect companies to be easily accessible through their preferred contact methods, making an omni-channel approach essential. However, all channels must be easy to locate and use.

3. Personalised services

Today’s world is full of huge volumes of data and water companies are no exception. With the upcoming implementation of smart meter initiatives, the volume of data will only increase. As a water company you must leverage this customer data to offer tailored services and advice, such as water conservation tips based on individual usage patterns or targeted support for vulnerable customers. Personalised and relevant communication makes customers feel valued and understood.

4. User-friendly digital platforms

Develop intuitive online and mobile platforms that allow your customers to easily manage their accounts, pay bills, and access real-time information about their water usage and service status anytime, anywhere. User-friendly platforms that highlight relevant information and key messages will drive higher engagement, offering more opportunities for education and encouraging positive behavioural changes in relation to water usage.

5. Customer feedback integration

Actively seek customer feedback through surveys and focus groups, and use this information to improve services and address concerns. Demonstrating responsiveness to feedback shows that you value your customer’s input. It also showcases your commitment to continuous improvement, thereby preventing foreseeable issues for your customers in the future.

How to achieve these strategies

To effectively implement these strategies, UK water companies should focus on:

Data integration: Utilise robust platforms to collect and integrate data from various sources, such as smart meters and billing systems. It is crucial to ensure that this data provides actionable insights.
Cloud computing: Adopt cloud-based infrastructure for scalable storage and processing.
Data standardisation: Ensure consistency across systems with standardised data formats and protocols, eliminating silos and ensuring coordinated efforts.
Data visualisation: Implement tools for intuitive dashboards and reports to simplify data interpretation.
Automated alerts: Set up alerts to identify and respond to irregularities or trends promptly and proactively.

Transform your operations and customer service

Itineris’ UMAX is a flexible billing and CIS solution, built on the powerful and secure Microsoft Dynamics 365 platform. Thanks to its unique utility data layer, UMAX is specifically designed for water companies. It enables your organisation to monitor real-time business performance, facilitating informed and compliant decision-making while enhancing customer engagement.

Discover UMAX

With end-to-end process visibility, from tariffs to billing and collections, UMAX allows you to deliver exceptional customer service at a reduced cost.
UMAX also provides automatic alerts for customer notifications, back-office irregularities like invoice delays, and security incidents.
Additionally, UMAX is natively integrated with Opinum’s renowned Data Hub, a cloud-based platform for utility data analytics and visualisation. This integration supports advanced analytics and AI-driven insights, such as detecting water leaks or predicting demand, to boost operational efficiency.

Talk to an expert

If you want to discuss how we can further improve your customer service, don’t hesitate to contact our UK water expert!

Paul Rogers, Business Development Consultant at Itineris, has been working in the water industry for over 20 years now, both in the wholesale environment and in the retail space. He has built a strong expertise in revenue and income maximisation, leakage detection, network investment delivery, metering, and key account management.

email paul