Transforming customer management in the water sector
How to become a leader in customer service
Customer management strategies have always been important to the water sector, with a focus on resolving issues first time. Regulation is also putting the spotlight on improving customer service.
Research carried out by Deloitte UK suggests that those water companies who best understand the needs of their customers and are then able to align their services and customer contact channels in an integrated way, will become the future industry leaders in terms of customer service.
For many water companies, the first steps on this journey are to:
- Engage with the different customer segments to understand their specific needs so that an effected and aligned customer strategy may be planned.
- Develop and then implement cost effective and agile methods of customer contact, building upon existing investments in contact centre technology.