Echo Managed Services and Onsite have been recognised for their part in a project which has seen client South Staffs Water shortlisted for the Customer Initiative of the Year Award at the Water Industry Awards 2022.
The annual Water Industry Awards celebrate the outstanding work of water providers and their customer service delivery partners that have gone the extra mile to ensure their customers receive the best service, and best experience possible.
Collectively South Staffs Water, Echo Managed Services and Onsite provided an end-to-end review of the customer service offering, to highlight where improvements should be made to operations to make customer satisfaction the priority. Echo Managed Services, a long-term service partner of South Staffs Water, also worked to improve the handling of operational customer contacts.
Following the review, a proactive customer operations centre was created alongside the continued development of a “live” network by introducing smart technology, to help put the customer at the heart of everything they do. The teams used their service expertise to help shape key customer journeys, looking to simplify customer input while resolving issues as quickly as possible.
Commenting on their recognition, Rachael Merrell, customer service director at Echo Managed Services, said: “We are very proud to have been able to support South Staffs Water with this initiative, and this nomination is a testament to the value of a collaborative, one team approach. Working with our colleagues at Onsite meant that we could deliver a comprehensive, end-to-end strategy that has transformed the customer experience at SSW. At Echo Managed Services, we always place customers at the heart of what we do, while still looking for ways to improve wherever possible”.
Heidi Knapton, head of the proactive customer operations centre at South Staffs Water, added: “This initiative has been truly beneficial for our customers with our more proactive service and quicker response times significantly improving the customer experience. The collaborative partnership we have with Echo and OnSite means we operate very much as a single team to deliver great service and great results for our customers.”
Award winners will be announced at the ceremony on Wednesday, 29 June 2022 in Birmingham.