Severn Trent Water is to roll out a document management system that will allow call centre staff to view copies of bills as customers see them.
Agents will be able to access all inbound and outbound correspondence history on an account using a system based on technology from Macro 4, which will replace mainframe document management functions.
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With the investment, Severn Trent Water expects to improve customer service through faster query resolution, while improving the productivity of its call centre staff.
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