Feature

Wessex Water boosts customer satisfaction with new software

Wessex Water is aiming for a 99.7% satisfaction rating from its customers following its implementation of a software-based scheduling system for its 700+ field technicians.

Wessex Water provides water to 1.2 million people and disposes of the sewage of 2.5 million people over a 10,000 square-kilometre area of south west England.

It is using ClickSoftware Technologies' ServiceOptimization suite to forecast, plan, schedule, and analyse the work of its field technicians. Previously 30 schedulers have done the task by hand.

Dave Copeland, head of IT at Wessex Water, said, "Our mission is keep our customer satisfaction rate at 99.7% or better. That is not easy to do with manual processes."

Copeland said the software would play "integral roles" in Wessex Water's IT infrastructure, which will also feature a new asset management system.

The application will schedule staff for business units covering clean water, waste water, infrastructure, metering and customer appointment booking.

The scheduling module was first to go in. This captures all on-site visits for installation, maintenance and repairs. Street-level routing provides the best route for technicians between jobs.

Wessex Water will use the other modules to optimise its performance. "Knowledge is everything when it comes to managing your field operation effectively," Copeland said.

But it will also use data collected in the system on travel, workload, asset repair and maintenance in reports to the industry regulator Ofwat.


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This was first published in February 2009

 

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