A Third of SEW’s Customers Can Now View and Pay Monthly Water Bills Online
Customer management and support company iDesk announced today that after a ten month trial period, its Electronic Bill Presentation and Payment (EBPP) technology, ebillity, has gone live at South East Water, one of the UK’s leading water utilities serving a population of 1.4 million customers in the Sussex, Kent, Surrey, Hampshire and Berkshire regions.
iDesk’s ebillity enables South East Water to offer its customers the option to view and pay their water bills online by logging on to: www.southeastwater/ebilling at any time of the day or night. The new electronic billing website is now available to all ‘measured’ customers (i.e. customers with a water meter), who account for 75% of the company’s business customer base, and around a third of the company’s total customer base.
South East Water is also outsourcing its technical support to iDesk’s established in-house helpdesk and customer support operations, which is part of iDesk’s Managed Solutions division. This arm of the business is capable of handling both domestic and commercial queries of a technical nature regarding ebilling, such as service provisioning.
“The addition of this service gives South East Water the chance to add value to its customer servicing function and to significantly reduce customer care costs,” said Charlie Peters, Sales Director at iDesk. “Ebilling will create an excellent opportunity to improve customer relations by allowing customers easier access to billing information and allowing South East Water to build a stronger relationship with its customers than previously possible”, he concluded.
“iDesk and South East Water have worked hard together to deliver a system which gives us the flexibility to meet developing customer demand whilst positioning South East Water strongly for the future. A robust, flexible billing capability is absolutely fundamental to successful, innovative sales and marketing in an increasingly competitive market," said Richard Tidswell, Commercial Services Manager at South East Water. “The customer feedback has been extremely positive to date and we anticipate moving ahead with the full roll-out over the coming months”, he concluded.
The ebilling service will be available to South East Water’s unmeasured customers early 2002.
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iDesk provides world class customer management and support solutions for contact centres and technology companies. Using its understanding of customer interaction, technology and business processes, iDesk helps companies to cut the cost of high quality customer service
With acknowledged expertise in providing unrivalled customer and technical support, as well as a proven portfolio of products and services, iDesk is uniquely positioned to deliver effective customer management. Through a highly flexible, modular approach that is easily integrated with existing systems, iDesk reduces costs and increases revenue potential.
Current modules and services include: consultancy; web-based support applications (email management, workflow, knowledge-based self-help, electronic bill presentation and payment automated web design); integration services; technical support managed services and call centre facilities.
Clients include: BT, Cable & Wireless, Barclays Bank, Mirror Group, John Menzies and Worldcom.
For more information, visit iDesk at: http://www.idesk.com
About South East Water
South East Water supplies 400 million litres of top quality drinking water in the South East of England every day. It serves a population of 1.4 million people living and working across an area of 3607 square kilometres in Sussex, Kent, Surrey, Hampshire and Berkshire and has a turnover of over £90million.
South East Water is part of the SAUR International Group, a world leader in the private management of public utilities. SAUR specialises in water and energy utilities management, environmental services management and facilities management.
Serving 36 million people world-wide, with operations in Europe, Africa, Asia and the Americas, SAUR is a wholly owned subsidiary of Bouygues – a diversified industrial group with activities in 80 countries and a turnover in excess of £11 billion.
Alex Murphy or Sian Ford
(+44) (0) 1494 434 434
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