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Our latest success story

One of the nation’s water suppliers found that gaps in certain processes meant that some vulnerable customers had increased difficulties in accessing or affording their water service. Using real-time speech analytics, we stepped in to identify the scope of the issue, and ensure all vulnerable customers had the best access to their water services.

Key Achievements:

• Speech Analytics technology used to quickly identify, size and support improvement on a business process to support vulnerable customers
• Analysis and improvements led to reductions in average handle time, chase contacts, and written and non-written complaint
• Analysis time to investigate priority cases for potentially vulnerable customers decreased from 14+ days down to 1 day

Find out how we used speech analytics technology to support our client’s vulnerable customer base in our latest case study

Join us for our upcoming CX webinar

Join us for an insightful webinar featuring CX Expert and Consulting Director at Davies, Phil Michell, where we he will delve into the challenges posed by post-COVID, the ongoing cost-of-living crisis, an aging population, digital exclusion, and physical and mental constraints that collectively impact customer vulnerability.

You leave the webinar gaining a better understanding of the critical issues surrounding customer vulnerability and exploring practical solutions to better support your diverse customer base through optimising your CX strategy.

Register for Phil’s upcoming CX webinar here