Netcall for Water companies

Digital innovation for water companies

The consumer is now taking centre stage for water innovation. And the answer to the new engagement challenges lies with digital services. User-friendly tech is no longer a nice-to-have luxury.

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Why does customer experience (CX) matter for water?

Water companies have long been focused on delivery to customers, less so on engaging with those customers. With an efficient service and a captive audience, they’ve never really needed to be.

But now CX is now front of mind, there has never been a greater focus in the water industry on innovation and collaboration both with customers and each other.

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The COVID effect

This is obviously a very difficult time for everyone. But some people have lost their jobs and/or their incomes, and the last thing they want to be worrying about is how they are going to pay their water bill.

Citizens Advice estimate 6m people are behind on water payments as a result of COVID. So how do water companies deal with the surge in the sheer volume of people who now want to contact their water company.

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The water company model involves a very large number of small customers. And if a large proportion of those customers suddenly want to talk to you, dealing with them all individually – on the phone, say – can quickly begin to cost you more than the bills are worth. That way lies ruin.

That’s where Liberty Create comes in. It helps you automate processes and avoid long call queues.

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Low risk and future proof

Create helps you improve your CX, whilst simultaneously reducing costs. Automation reduces costs by speeding up routine processes. ‘Right first time’ is quicker, your customers are happier, and your C-MeX surveys get better and better.

You can make it all low risk, start small and roll out successes, and scale it up as you go. It’s fast, collaborative and measurable. It’s also easy to change, which means you can adapt as you need to, so it’s effectively future proof.

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