PILLAR: CUSTOMERS
Customer facing self support Project (Voltage Report)
What we will do and why
New online form so customers can report voltage issues.
Key deliverables
- New online form.
Target outcomes
- Enhanced customer experience as it’s now quicker and easier to report voltage issues.
- Increased customer satisfaction as customers can now self-serve.
Measures of success
- Reduction in complaints from customers reporting voltage issues.
- Higher percentage of customers choosing to self-serve rather than call to report a voltage issue.
Stakeholder Engagement
We ran sessions with agents to gather feedback on the types of issues and enquries that customers report.
We analysed chat bot conversations, on average 2000 a month, to see what language customers are using to report issues.
Planned start:
30.08.2024
Target completion:
17.12.2024
Key milestones:
- Create new online form so customers can report voltage issues (Dec 2024)
Status:
On Track
View other employees projects
Status: Complete
Target End: 29.11.2024
PSR external form enhancements
Improved online form to make it easier for vulnerable customers to sign up to our Priority Service Register.
Status: On Track
Target End: 11.11.2026
AImee
The project aims to develop a digital customer experience that uses cutting edge technology such as AI and machine learning to offer tailored advice and support at scale to vulnerable consumers at risk of being left behind in the energy transition. It will be designed with input from service delivery partners through workshops and interviews. The project includes designing, building and testing the tool, and a service trial with consumers to gather feedback and assess the tools' success.
Status: Complete
Target End: 29.03.2024
Vyntelligence Video Survey
This project involves changing the old process of getting photos of customers' electrical installations. Instead, customers' are guided through a remote video survey. Our staff then use these videos to complete the work faster and reduce the number of visits to customers.