WATER COMPANIES INVEST IN EPTICA TO DRIVE CUSTOMER SERVICE IMPROVEMENTS
Bristol Wessex Billing Services Limited (BWBSL), the
joint venture that handles billing customer service for Bristol
Water and Wessex Water, is to implement Eptica's software to power
consistent customer service and meet OFWAT's Service Incentive
Mechanism (SIM) regulatory targets.
BWBSL will use Eptica's software to create a centralised source
of customer service information that covers both Bristol Water and
Wessex Water customers. This will initially be used within BWBSL's
billing contact centre to deliver fast, consistent, accurate
answers to telephone customer service enquiries for each company,
increasing First Contact Resolution (FCR) and reducing Average
Handle Times (AHT) for calls. Future plans include extending
Eptica's knowledge management software across other service
channels and into other business areas within BWBSL, Wessex Water
and Bristol Water.
Both Bristol Water and Wessex Water were ranked in the top five
in OFWAT's first Service Incentive Mechanism (SIM) report,
published in October 2011. SIM is a new metric designed to
encourage better service in the sector, while allowing customers to
compare the performance of their water company with others. SIM
scores combine quantitative and qualitative data to measure the
experience of customers who have contacted their water company.
OFWAT intends to use data from future SIM reports for considering
service incentives when it next sets price limits.
'Delivering excellent customer service has always been one of
the key strategic objectives for both Bristol Water and Wessex
Water. However, while we've traditionally scored highly in this
area, expectations are always rising so we knew we needed to
innovate to ensure that customers always get the right answer to
their queries,' said Mike McGowan, head of customer services,
Bristol and Wessex Billing Services Limited. 'By using Eptica we
will be able to provide our frontline staff with quick access to
the information they need to do their jobs as well as benefiting
from a system that can be easily extended to deliver the same
answers across multiple channels and to centralise knowledge for
all our operations.'