Thames Water enlists Swallow to optimise Customer Support

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Swallow systems have signed a deal with Thames Water, one of Britain's major water companies, to improve the speed and efficiency of its customer support.

A special customer centre is to be set up, staffed by 55 service agents who will use a specialist customer management system to cater for the company's 12 million customers, across a variety of channels.

It is hoped that CHARTER continuum, the chosen customer management system, will also help the company to reach its target of responding to all written customer complaints within five days. The system should also enable Thames Water to spot trends in its communications both internally and externally, providing an opportunity to identify and improve weak areas of service.

In the long term, it is planned that CHARTER will provide online service and management facilities for Thames Water to offer web payment and enquiry options to its customers.

"We wanted to provide as many methods as possible for our customers to contact us, whilst at the same time ensuring that our response performance exceeded the standards set by the industry’s regulators, Ofwat," said Jill Jones, customer relations manager at Thames Water.

"CHARTER continuum is a day-to-day tool which allows us to manage feedback effectively from all sources and ensures we reach and exceed our targets. The reporting function of the new system will tell us where improvements can be made so that we can pass on the benefits to our customers in good time."

"Performance in the water industry is closely regulated and with the volume of people it serves, Thames Water has to make its Customer Management process as quick and efficient as possible," said Dave Cox, deputy managing director at Swallow Information Systems. "CHARTER continuum will help it improve on the service it already delivers, plus allow it to proactively manage customer expectations to keep its services at the forefront of the industry."

www.swallow.com

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