Severn Trent Water

Severn Trent Water Website

Severn Trent needed to provide significant service enhancements in order to elevate their position on industry-wide customer service league tables.

Sword Ciboodle was implemented to provide a flexible contact-handling application with the ability to handle multiple processes and sources of data. This solution also provided multiple communication channels for customer interaction, thereby increasing flexibility and customer choice.

As a result, the overall number of complaints was reduced by a third and the number of repeat calls were reduced by more than half. Furthermore operational efficiencies achieved included a 10% reduction in average call handling time and a 40% reduction in field visits.