Transcript february 2 0 0 5 - Northumbrian Water Scientific Services

Proactive Customer Communications
• Background
• Methods of communication
• Text process overview
• Twitter
• Customer Feedback
Background
• We have listened to our customers' needs
• Move from reactive communications to proactive
communications
• Aim to improve customer satisfaction & reduce the
likelihood of unwanted contact/complaints.
• Enhancing our customers journey until resolution
Methods of communication
• Use of event messages on telephone lines
• Updating NWL website with hourly updates
• Proactive texting to inform and update customers
• Use of Twitter to interact with customers via social
media
Text process overview
• General triggers for proactive texting are 10 or more
no water / poor pressure contacts in same area in a
30 minute period . Information is also received from
our field people on site advising of a potential supply
issue.
• Network Planning instigate event / incident
management process as normal. Establish contact
with field teams & customer centre
• Network Planning use OPM to generate an Excel
report of properties which may be affected
Text process overview
Example of OPM on GIS mapping system
Text process overview
OPM report exported to Excel
Template examples
Info to prompt which template
Template
Initial no timescale (use when DT on site searching for Info from Northumbrian Water. We are working
problem)
to resolve a possible water supply issue in your
area. Not all customers will be affected.
Interruptions are usually resolved within 2-3 hours
so may be restored by ##hrs. Hourly text updates
to follow.
Update (To be used when time can be entered in 24 Info from Northumbrian Water. Work to resolve a
hour format)
possible water supply issue in your area is due for
completion by ##hrs. Some supplies may restore
earlier. Thank you for your patience.
Delay (If original time we advised repair to be complete Info from Northumbrian Water. Work is ongoing
by is delayed)
to restore a possible water supply issue in your
area. This is due for completion by ##hrs. Some
supplies may restore earlier. Thank you for your
patience.
Curfew (If the issue is not complete by 8pm must send Info from Northumbrian Water. Work to restore a
Team leaders in next day email of final OPM report to possible water supply issue is due by ##hrs. Some
make aware further text will be needed next day)
supplies may restore earlier. An update will be
sent tomorrow to confirm. Thank you for your
patience.
Repair complete (This must be sent at the end of every Info from Northumbrian Water. Our repair is now
event)
complete. If your water is discoloured please run
your cold kitchen tap for 30-40 mins. Not all
customers will have discolouration. Thank you for
your patience.
Text process overview
• Customers identified in the report will receive hourly
text updates for duration of event. Texts will be sent
by the customer contact team.
• Customer team will use the report to identify ‘extra
care’ customers and will contact and keep them
updated by telephone, not text message.
• Field teams will provide hourly update to Network
planning and bulletins updates for customer
advisors and our twitter team to use.
Plus 2 update
Results so far……
• Since 21 February 2013………
• 78 proactive texting events since live date
• 54,204 proactive informative text messages sent to
our customers so far…….
Any questions?
What is Twitter?
Twitter Stats @nwater_care
• Since 10 September 2012 @nwater_care has been
followed by 527 customers. We have sent out 1,724
tweets to address customer service issues and
inform customers of supply interruptions.
• Since going live @nwater_care has help resolve
approx 100 customer queries/complaints helping
reduce unwanted contacted and give customer first
class customer service.
Benefits of using Twitter
• Provide instant information and warnings keeping
customers informed at all times
• Twitter can be updated from remote and mobile
locations
• What are our customers are saying about us?
• Enables our customer service to be personable,
efficient and at the customers convenience
Issuing updates via twitter
Examples of updates
Interruptions to supplies are communicated to
customers every day using information from Plus2.
#SR5 #BaxterRoad, Water will be off for approximately
1 hour whilst we carry out an emergency repair.
Sorry for the disruption.
#NE3 #SaltersRoad, Water will be off for approximately
2 hours to carry out an emergency repair. Apologies
for any inconvenience.
Customer feedback
Big thanks to Northumbrian Water for keeping me
informed about my water supply over text. A
welcome surprise. Well done.
Text out of the blue advising me of the water
problem, brilliant customer service #water
#Darlington @Nwater_care.
Mr Ratcliffe very happy with service from start to
finish especially texting he advised he was able to
keep neighbours informed also via this.
Customer feedback
Customer commented that we kept him up to date
with texts said he was not expecting a text update
service. Customer thought this was wonderful and
thought the service he received was "amazing and
quick“. Customer was expecting to call and be told
that yes we knew about it but it will be fixed laterthinks service is fantastic
Very happy with service and timescale and thought
text messages were a brilliant idea
Customer feedback
Specific to trunk main burst 10 March 2013
Credit where it's due, both @NorthumbrianH2O & @nwater_care
have been great keeping people updated in Darlington via
Twitter. Fab service!
@NorthumbrianH2O @nwater_care thanks for the updates-much
appreciated. Yr trying yr best & not the end of the world :-)
@andywalkerecho - Northumbrian Water have been excellent
through twitter tonight, helped us to help a gent who needed
water for medication
Customer feedback
@nwater_care thanks for update appreciate the
quick reply #greatservice
@nwater_care no problem, you always get stuff
sorted ASAP; not like the horror stories u hear with
other water companies!
Does Thames Water have the equivalent of our north
east @nwater_care great way to get fast warnings of
supply problems
Any questions?