SCENARIO:
Following a large acquisition, our client, a nationally recognised water supplier, experienced capacity challenges in its customer services department. Huntswood delivered operational, consultancy and process improvement expertise to transform its approach to customer service.
Huntswood’s multi-channel service, expert capacity planning and technology tool kit allowed us to balance contacts across channels. We maximised value from underutilised channels and educated customers so they were able to engage with the supplier through the channel of their choice.
Our channel proposition, which involved an IVR review and re-engineering and a billing cycle amendment, increased customers’ options and reduced the need for paper correspondence significantly.
Due to the high performance of our people and with the capacity issues under control, our operation was able to increase the payment of amounts outstanding by 100%.
We automated a key client process which saw the AHT for calls involving this process drop by 73%, from c.12 minutes to c.3. We continue to be engaged in recommending and implementing RPA improvements to consistently improve efficiency.
Due to our improvement initiatives and high quality delivery, our client can now boast the highest number of five star Trustpilot reviews in the industry, and an overall average score of 4.5.
