Northumbrian Water

Video Case Study
“Working with Premier CX has been an exceptionally easy and smooth process, following a quick discussion they nailed our script and the format that we were looking to deliver. We feel our brand is strongly represented through the video and our message is clear and concise. Premier CX are incredibly efficient, the process from start to finish was really quick and they even incorporated a couple of our changes and additions on the same day! Thanks to Premier CX we have a video which we can use across the contact centre and on our social pages to help simplify the experience for our customers who are moving home”

Lynn Fellows, Customer Experience Lead

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The project

Northumbrian Water were eager to find different ways to communicate with their customers to demonstrate the ‘Moving Home’ process and to encourage those who move home, or who move into the area, how easy it is to inform them of the change. Premier CX helped find a solution that was quick and easy for a customer to follow and could be featured on their website, via social channels and could be used by contact centre agents when engaging with a customer over email, chat or phone.

The video we created

Project outcomes

  • Customers can access the helpful information they need
  • Northumbrian Water are able to engage with a wider audience
  • Self-service is now encouraged
  • Vulnerable customers have a better experience
  • Video is now used across social channels to appeal to incoming student population
  • Call wait times reduced