Water, water everywhere

Supplying an average of 800 million liters (212 million gallons) of water a day to 3 million customers, Three Valleys Water in England holds two things paramount: the water supply and customer satisfaction. While a new technology solution the water company recently installed might not directly affect the former, it certainly directly affects the latter.

“Our mission” explains Alicia Harden, head of service delivery at Three Valleys Water, “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.”

Three Valleys Water has implemented a customer relationship management system based on document and process automation technology from Tower Technology and Staffware. The solution will provide 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 case. The water company’s customer service department receives more than 1,500 letters every day.

With the new system, customer service and accounts teams will be able to immediately review all the information needed to resolve issues, including a customer’s complete case history. For the call center, the new technology will improve the quality of responses to customer calls while reducing the number of telephone callbacks, according to a recent press release from Tower Technology.

The system will also improve productivity, says Damian Hyland, VP Europe for Tower Technology. Tower develops infrastructure software for capturing, validating and processing e-business transactions. Staffware specializes in workflow automation software.

Three Valleys Water serves a wide area of the Home Counties in England and parts of North London.