Customer Stories

Welsh Water

Welsh Water enhances customer experience around service appointments using real-time communications and service tracking.

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Welsh Water customer communication case study

About Welsh Water

Welsh Water (Dŵr Cymru) provides clean and waste water services to three million people across Wales and Herefordshire. As the only not-for-profit water company in England and Wales, the organisation can put every penny back into protecting the environment and exceeding customers’ expectations.

Providing a hassle-free experience around service appointments is one way that Welsh Water is putting customers first and driving down unnecessary costs.

Results at a glance

50% fewer chase calls

for waste water appointments.

83% fewer follow-up calls

required after the appointment.

Positive reaction

to digital appointment updates.

Key challenges

From time to time, it’s necessary to send a mobile technician to a customer’s home. Whether the customer is having trouble with their water supply, experiencing a leak, or has simply requested a meter, it’s important to provide a seamless experience on the day of service.

It’s not always possible to provide a narrow ETA in advance of an appointment. This meant that anxious customers would often call the contact centre to find out when their operative would arrive. Schedulers would be tasked with calling customers before and after a job to provide updates and collect feedback.

Welsh Water saw this as an opportunity to improve customer experience and increase efficiency. The company opted for Localz’ customer engagement solution to automate communications before and after appointments.

The Localz solution

Customer notifications and ETA tracking

Localz technology keeps Welsh Water customers informed when their operative is on the way - with the added benefit of reducing customer calls to the support centre.

At the start of the day, technicians can view their upcoming jobs in the Manage My Day technician app, without relying on information from schedulers. For each job, the technician can see the job location, additional details, and the route to travel.

When viewing their next job, the technician can send a one-click “On My Way” notification to the customer. The customer receives the notification as an SMS containing a 15-minute arrival window and a link to the Manage My Appointments web-based portal.

The portal includes a countdown ETA and a live map tracking the technician’s arrival to the property, so customers can be ready and waiting for their appointment. The customer can view these details in their web browser, so there’s no need to download an app.

Example of Localz customer portal with ETA and live tracking map

Example tracking map within the Localz Manage My Appointments web-based customer portal. The portal is highly configurable to match your brand and business needs.

Customers are also given the option to send a message to the technician. This allows them to share useful information such as entry instructions to speed up access to the property. 

When the operative is arriving, the customer receives another SMS so that they can be ready to implement social distancing measures.

Feedback from customers has strongly indicated that they appreciate these digital appointment updates. Since the introduction of technician tracking, “where’s my technician?” query calls for waste water appointments have decreased by 50 per cent.

Post-appointment feedback

Welsh Water can now identify satisfied customers who do not need an additional phone call after the appointment.

Once the job is completed, the customer receives an SMS linking to the web portal, where they can provide feedback and choose whether they would like a follow-up phone call.

Example of Localz feedback form for energy and water appointments

Example feedback form within the Localz web-based customer portal. Easily configurable form content makes it simple to get actionable feedback. You can set different follow-up questions for positive and negative feedback responses.

Of the customers who provide feedback, 83 per cent use the opportunity to opt-out of “close the loop” calls from Welsh Water. This saves customers time and allows support staff to focus resources where they are needed, resulting in significant operational savings.

Customer engagement. Their way.

Differentiate your services from your competitors and drive customer satisfaction. 

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