NICE Fizzback Voice of the Customer Solution Used to Improve Severn Trent Water Customer Satisfaction

NICE Fizzback Voice of the Customer Solution Used to Improve Severn Trent Water Customer Satisfaction

Today’s customers demand service when and how it’s most convenient for them—by phone or in person, on the Web, via self-service or chat. Offering multi-channel customer service is a must for the modern contact center. The key to success lies in the ability to better understand and act upon the Voice of the Customer (VoC). The challenge is that the VoC is dispersed across multiple interaction channels and touch points and only real-time VoC intelligence can reliably point to what will satisfy customers right now.

NICE, a provider of intent-based solutions for enterprise and security sectors offers solutions for a variety of industries, suites and business needs, including compliance recording, contact center operational efficiency, customer experience, revenue growth and financial crime, risk and compliance. Severn Trent Water, a utility services and environmental solutions company in the UK, has been using the NICE Fizzback VoC solution since 2011 to improve customer satisfaction and demonstrate service level compliance to OFWAT, the Water Services Regulation Authority.

Severn Trent Water serves more than eight million customers across the UK. The company deployed the NICE Fizzback solution in its contact center to provide customers with an exceptional customer experience and adhere to OFWAT’s service incentive mechanism.

The solution has been integrated with its SMS and IVR systems and immediately generates a customer feedback survey after the customer interaction.

“NICE Fizzback is a good way for us to get an accurate understanding of the whole voice of the customer. The solution is helping us dramatically improve our customer experience,” explained Tim Aucott, business change and support general manager, customer relations, at Severn Trent Water. “We are leveraging NICE Fizzback to bring customers to the center of everything we do and improve our customer service further.”

OFWAT’s SIM is designed to encourage water companies to provide quality service to customers. The SIM score measures, both quantitatively and qualitatively, the experience of customers who have contacted their water company to make a complaint or report a service failure, as well as for more routine transactions such as paying their bill or other enquiries. Quantitative measurements are based on the number of customer interactions expressing dissatisfaction and qualitative measurements are determined by a customer experience survey.

By deploying NICE Fizzback, Severn Trent Water is able to gather the necessary information from its customer interactions to enhance its service levels and increase revenues while effectively complying with SIM guidelines.

“We are very excited that NICE Fizzback has been instrumental in helping Severn Trent Water enhance its customer satisfaction levels and meet its necessary compliance obligations. Our support for Severn Trent Water demonstrates how the NICE customer feedback solution can help utility companies offer a superior customer experience, increase customer loyalty, improve operational efficiency and employee performance, and mitigate compliance risks,” said Rob Keve, Managing Director of NICE Customer Experience Management solutions.

The NICE Fizzback VoC offering is a real-time operational solution, sending consumer requests for feedback relating to a specific interaction or transaction via mobile or online. Consumers are engaged immediately after their interaction with the organization. The feedback is analyzed by the system to determine a relevant response, and automatically conducts a dialog with the consumer in natural language rather than in survey format.

The NICE Fizzback solution can result in up to 50 percent response rates, well above industry norms of less than 10 percent. The high response rates enable companies to deliver quality and statistically valid inputs to each relevant individual in the organization for prompt action, thus improving customer satisfaction and operational efficiency, and making the solution a strategic part of daily operations.

NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE customer experience solutions empower businesses to harness their customer interactions to deliver a customer experience that differentiates them from their competitors, expands wallet-share and drives customer loyalty.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.

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