UMS Case Study: Dee Valley Water

Impact of the solution To this day, the usage of the system has become a natural part of Dee Valley Water’s daily routine contributing to the bettering of OFWAT regulated SIM (Service Incentive Mechanism) scores. Providing notifications and updates promptly for all service disruptions on a regular basis, significantly reducing the amount of phone enquiries; this is a perfect example of customer service at its best. The majority of people carry a mobile device with them to check their emails and messages. With our channel scope, the chances of successfully notifying residents is highly likely. Once mes- sages are sent, our system can moni- tor the statistics in a given area whereby further strategic decisions can be made e.g. if there is continuous large scale interruption to drinking water, deploy and provide details of the nearest water tankers available to residents. With the case of boil water notices increasing around the UK, customers

How did it solve the problem/ challenge for the customer? With our address based alerting sys- tem, Dee Valley Water has found a way to move away from traditional forms of communicating service outages. This modern system, has immediately seen a benefit in customer satisfaction and resulted in less unwanted calls taken by call centres. Response time to unplanned outages have improved through the immediate dissemination of alerts and the ability to create alert scenarios to match any situation. Naturally, this has also im- proved the aforementioned SIM scores.

Message example:

are feeling more assured that the prompt alerting provided by Dee Valley Water would limit the amount of people put in poor health; essentially reducing the risk of fatalities and protecting the reputation of the firm. With the introduction of their new web- site, Dee Valley Water plans to work fur- ther with UMS to introduce new features within the system improving interactivity, introducing an integrated survey tool and live map updates. This marks an exciting time for UMS with new prospects for this growing partnership. An incident in your area may cause discoloured water. Run the cold tap until the water clears. Visit our website for more details.

Unified Messaging Systems AS • Innspurten 15, 0663 OSLO • Pb. 6301, Etterstad, 0604 OSLO, Norway


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