Severn Trent
case study
case study
The Client
Severn Trent based in Coventry, supplies water and wastewater services to over eight million people across their region. They are one of Britain’s largest water companies, supplying homes from the outskirts of Sheffield, down to Bristol and into north and mid-Wales.
Providing fresh, clean drinking water is what they do best but Severn Trent also care about giving back to their community, caring for the environment, supporting the next generation into work and making the region a great place to live.
The Challenge
Severn Trent were keen to find an easy, visual way of explaining their processes, helping their customers with water related questions. Explaining a water bill or helping customers find their water meter over the phone, can be challenging without any visuals.
Severn Trent also wanted to offer help and reassurance to their customers who may have questions on more concerning topics including water quality, a suspected leak, or maintenance advice on dealing with frozen pipes, installing a single check valve and avoiding blockages.
Key Requirements
-
Develop engaging visual aids to simplify processes for customers
-
Empower customers to know exactly when to reach out to Severn Trent versus other channels, e.g. local councils
-
Create comprehensive help guides that enable customers to self-serve
-
Inclusive and diverse solutions to resonate with customers’ varying learning styles.
-
Significantly decrease the number of contact centre enquiries
"Premier CX have been professional and agile in their approach... providing valuable advice and expertise throughout our video project."
The Solution
Our solution was to take each of Severn Trent’s challenging topics and bring them to life visually, encouraging customers, where possible, to self-serve.
We achieved this through the creation of a suite of videos, offering guidance and support to their customers, with clarity on who, when and how to make contact.
The simple videos are concise, informative and engaging, complementing the Severn Trent brand seamlessly.
The Results
-
Empowering over 2,500 customers every month with videos – and growing
-
Reduction of inbound contacts, increasing self-service
-
30+ videos delivered to date
-
High demand peak contact reduction
-
Essential bill explainer, water supply and sewerage issues videos delivered driving contact reduction for common contact queries
-
Swiftly create and update videos to address urgent queries
“Premier CX have been professional and agile in their approach, working with us to produce clear and relevant content for our customers. Dave and his team offer professional advice and recommendations to keep our videos succinct and guide us through the creation process efficiently.
Premier CX have been flexible when we’ve needed and have always been on hand to support us, providing valuable advice and expertise throughout our video project. The outputs have been of high quality and are making a difference for our customers every day.”
Mathew Evans - Customer Communications Manager
