Keytree delivers Severn Trent Water’s Customer Contact Transformation Programme
Severn Trent Water is responsible for water management, supply, waste water treatment and disposal in the catchment areas of two of Britain’s largest rivers – the Severn and the Trent. The management team at Severn Trent Water, headed by CEO Liv Garfield are ringing in the changes to how the organisation operates, with a strong focus on utilising technology orientated processes – both internally and externally.
Ofwat, the Water Services Regulation Authority, is responsible for the economic regulation of the water and sewerage industry in England and Wales and use their Service Incentive Mechanism (SIM) to encourage water companies to improve levels of customer service and reduce complaints. Severn Trent regularly scores higher than the national average in the annual SIM reports, but their ongoing research into continued improvements highlighted the value of technology and building more resilience into its systems.
Keytree transformed the Customer Contact Centre by implementing a range of new digital services to create a single working environment for agents – improving efficiency and customer liaison, which will help increase their performance against Ofwat’s SIM reports.