Macro 4 helps Severn Trent Water improve service and productivity
Posted: Thursday 26th April 2007
Document management solution lays foundation for customer self-service.
Macro 4 has secured a six-figure deal with water company Severn Trent Water. As part of the agreement Macro 4 will implement a document management solution, helping to improve customer service and increase productivity throughout Severn Trent Water’s billing call centre.
Based around Macro 4’s Columbus software, the solution replaces Severn Trent Water’s existing mainframe-based system by providing inbound and outbound correspondence management, automated bill view access within the call centre, and comprehensive data archiving. The solution also lays the foundation for the provision of a self-service model, which would enable customers to access their bills online.
The solution will enable call centre staff to view copies of the bill as seen by the customer. In addition, agents will be able to access all inbound and outbound correspondence history associated with an account. In doing so, Severn Trent Water expects to improve customer service through faster query resolution, while improving the productivity of its call centre staff.
Andrew Gardner, billing contact centre manager for Severn Trent Water explained what has driven the investment in Macro 4: “We anticipate a wide range of benefits from the Macro 4 solution. Firstly we will be able to deliver better, faster service to our customers. Dealing with queries and resolving them at point of contact is vital to help us maintain and improve our high standards of customer service excellence.”
“We also hope to realise savings by moving away from a mainframe-based system. Longer term, the flexibility of the Macro 4 solution will enable us to deliver a self service model which would increase choice to our customers in terms of how they want to interact with us.”
Laurent Berns, CEO of Macro 4’s Document Management Solutions division said: “Over 60% of UK electricity bills are held within a Macro 4 document warehouse. As a result of our ongoing activity within the utilities market, we have an unparalleled understanding of the importance of providing immediate access to customer documents to deliver world-class customer service.”
He continued, “In the utilities industry there is a strong need to improve efficiency and reduce costs, with no impact to customer service levels. I am delighted to welcome Severn Trent Water to the growing number of Macro 4 customers who have benefited from Macro 4’s quick win approach to delivering solutions.”
