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Proactive Customer Communications

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

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Proactive Customer Communications

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  1. Proactive Customer Communications • Background • Methods of communication • Text process overview • Twitter • Customer Feedback

  2. 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

  3. 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

  4. 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

  5. Text process overview Example of OPM on GIS mapping system

  6. Text process overview OPM report exported to Excel

  7. Template examples

  8. 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.

  9. Plus 2 update

  10. 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…….

  11. Any questions?

  12. What is Twitter?

  13. 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.

  14. 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

  15. Issuing updates via twitter

  16. 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.

  17. 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.

  18. 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 later- thinks service is fantastic • Very happy with service and timescale and thought text messages were a brilliant idea

  19. 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

  20. 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

  21. Any questions?

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