Severn Trent Water

UK water, supplying water and energy to 8 million people across the UK.

http://www.stwater.co.uk/

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Case Studies

Severn Trent Case Study

What you need to know...


Severn Trent Water has developed and diversified from a UK water authority into an international environmental services company, supplying water and energy to 8 million people across the Midlands of England and beyond, generating revenues of £1.85 billion and employing over 15,000 people. Low standings in industry-wide customer service league tables led Severn Trent to commit to investing in improved customer experience.

By integrating into an existing IT suite of supporting applications in order to protect prior investments, the Ciboodle business process platform now provides customer facing staff with a unified and flexible front-end contact-handling application to support billing, fault diagnosis and all customer service requests.

Achievements include:

  • Proof of Concept was completed within 2 weeks and the development period for the first implementation project was only 10 weeks
  • Severn Trent Water recorded their highest ever customer service standards
  • Rated by Ofwat as the top performing water and sewerage company in their Overall Performance Assessment

Using Sword Ciboodle has allowed us to move from handling transactions to handling customers and their needs.

Lisa Sweeney, Contact Manager, Severn Trent Water

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Press Releases

Graham Technology Launches Usability Service for Contact Centres

Tuesday, 04 October 2005

Graham Technology Launches Usability Service for Contact Centres

Software services and solutions firm, Graham Technology is delighted to announce the creation of a Usability Team to assess and identify usability issues and problems that impact on a company's efficiency and effectiveness.

Headed by Dr Nick Bradley, the new unit is working with customers, to ensure that their products and systems are easier to learn and to use.

The focus for the team is on usability across the whole process of a contact centre, as well as on the screens, to help companies achieve exceptional customer service.

Graham Technology customers, such as ScottishPower, Severn Trent Water and Eskom have already been experiencing substantial benefits from GT-X. The solutions that have been delivered have led to reductions in training costs and call handling times, as well as increases in efficiency.

The Usability Team's focus is to ensure that our products and tools are designed to continue to meet user requirements. Dr Bradley says this will maximise efficiency, effectiveness and end-user experience and acceptance.

He explained: " Often contact centre users are inhibited by inflexible, confusing and counterproductive User Interfaces, or screens. This can lead to low productivity and high training costs. Staff turnover increases due to employee dissatisfaction, and when error rates rise, customers may get frustrated and move to a competitor."

He added: " Graham Technology's usability team is able to use different techniques to address these issues from the start. Whether it's a brand-new product that's being designed or an existing system that's being updated or maintained - we can assess and identify usability issues and problems that impact on a company's efficiency and effectiveness. Benefits of usability work extend not just to the user of a system but also to the company as a whole."

Usability Team. Back row, from left to right: Katie Wilkie, Adrian Williamson, Dr Nick Bradley, Dr Iain McKay, Gordon Menzies. Front row, from left to right: Lynne Anderson, Lisa Goodwin.

Learn more about Graham Technology's usability services

For further information contact Rachel.Tait@grahamtechnology.com or +44 (0)141 533 4000

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