South Staffs Water has implemented a multi-channel marketing, customer service and mass-notification system to cut communications costs.
The new system enables timely information to be sent by email, SMS text messages and interactive voice calls. Customers can provide meter readings by SMS, linking into the system.
By using the HTK Horizon platform for everything from appointment reminders and payment advice to emergency alerts and service notifications, South Staffs Water said it will aim to improve service.
HTK Horizon’s in-built CRM-integration and mapping capabilities allow for micro-targeted geographic communications across the South Staffs Water region, which serves a population of nearly 1.3 million.
Customers will soon be able to sign up to the new services on the web, by SMS or through the contact centre, choosing what information they want to receive, when and how.
Colin Richardson, customer service manager at South Staffs Water said: "By teaming up with HTK we can keep in touch with customers much more easily, along with providing instant information, for example, in the event of an unplanned interruption to water supplies, which may be affecting a large number of customers.”
In other water company news, Severn Trent has started phase two of its SAP implementation, after achieving cost savings of around £5 million this year from restructuring its support functions.