Yorkshire Water expands use of digital calling cards to enhance customer service
Innovative video platform reduces complaints and improves communication
Yorkshire Water has announced the expansion of its digital calling card initiative across all three Customer Field Services teams, utilizing the Vyntelligence Video Intelligence Platform. This innovation aims to enhance customer service and communication regarding drainage and sewer issues.
The platform allows wastewater field teams to send customers a short video via text message detailing the work done at their property, whether that involves clearing blocked drains, inspecting pipes, or addressing manhole malfunctions. The video is accompanied by an AI-generated, jargon-free summary that clarifies the situation and any next steps for the customer.
Feedback from both field teams and customers has been overwhelmingly positive, prompting Yorkshire Water to implement the digital cards across the entire region. One major advantage is that customers receive real-time information, even if they are not at home during the visit, reducing the need for follow-up calls and complaints.
Liam Mite, Operational Delivery Manager at Yorkshire Water, explained: "When the team are responding to a customer call and they are at home, then it is easy to be able to explain what we’re doing... If customers are not at home, and we don’t get this face-to-face interaction, it can be more problematic."
This technology also aids customers with ongoing cases. Josh Clayton, Yorkshire Water's Complaints and Compliance Manager, stated: "The benefit of the digital update is that we can see from the video what’s happening and make sure the correct team, with the right equipment, attend to carry out a repair."
The videos provide additional advantages by capturing data on potential network hotspots, assisting in planning future improvements. Field teams are encouraged to give feedback to ensure the technology remains efficient and user-friendly.
Jennifer Meredith of Vyntelligence praised the collaboration: “We’re delighted that Yorkshire Water wants to expand the digital calling cards across the network. The technology really helps customers to understand what’s going on with their wastewater network."
The introduction of digital calling cards is set to modernize operational practices at Yorkshire Water, promoting transparency, efficiency, and customer trust throughout their service network.