Syntegra system helps Yorkshire Water win customer service 'Oscar'
Yorkshire Water, one of the world’s ten largest water companies, has won a CRM excellence award from Gartner, the international research and advisory company.
The award recognises outstanding Customer Relationship Management initiatives throughout the EMEA region based on key CRM criteria including valued customer experience, vision, strategy, technology and process. Yorkshire Water's entry was based on its new Integrated Customer Management (ICOM) system at the heart of which is Syntegra's Integrated Customer Environment (ICE) system.
To bring Yorkshire Water's customer service vision to life, Syntegra designed and implemented ICE, a 200 seat contact centre system that integrates with Yorkshire Water's systems for billing, work management and document imaging through a common view of customer information. The contact centre handles all customer telephone calls, email and letters.
"Our vision is to be the best water company in the UK," commented Duncan Bennett, Programme Manager at Yorkshire Water.
"Syntegra's ICE system has helped us deliver on four key objectives: meeting customer expectations on reliability, responsiveness and problem resolution, giving customers definite commitments when they have operational problems, 'closing the loop' with customers when jobs are complete, along with providing a common view of information about customer contact with Yorkshire Water."
Syntegra’s work on the ICOM project started in 1999 and was completed in spring 2000, representing a multi-million pound investment in customer service from Yorkshire Water. Other companies shortlisted for the award included Audi and Belgacom but Gartner said Yorkshire Water's entry stood out from the competition.
"Yorkshire Water explicitly started with the customer experience at the centre of its ICOM initiative, set clear measurable goals and ultimately demonstrated very impressive results on key metrics," lauded Ed Thompson, Gartner Research Director.
"The company has turned the customer experience around 180 degrees from when customer satisfaction hit rock bottom during the mid-1990s."
The ICOM system has also received plaudits from Trinityhorne, an independent consulting group who carried out a review of Yorkshire Waters systems in early 2003. Their review concluded that "ICOM has delivered a class leading system, which can enable Yorkshire Water to achieve step-change improvements in business performance and customer experience."
"It's fantastic that Yorkshire Water has been recognised for the way in which it has transformed its relationship with its customers," commented Frank Jones, Syntegra's project manager at Yorkshire Water. "And Syntegra is delighted that its ICE system has been such a success."
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Syntegra is part of BT Group. It plays a key role in the realisation of BT’s ICT strategy as BT’s expert in business transformation and change management. Syntegra has revenues of around £600 million and employs more than 5000 business and technical professionals world-wide.
Syntegra helps organisations transform the way that they operate by applying business knowledge and technology to make new and better ways of working possible. The nature of such major business change means that in many cases Syntegra takes on the responsibility for one or more business processes, or an organisation’s entire ICT infrastructure.
For further information visit www.syntegra.com.
About Yorkshire Water
Yorkshire Water provides 1.9 million households and 140,000 businesses with water and waste water services. It manages the collection, treatment and distribution of water, supplying around 1.24 billion litres of drinking water each day. Yorkshire Water is part of the Kelda Group, visit www.keldagroup.com <http://www.keldagroup.com> to find out more.
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