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Improving customer focus

Utilities | Customer strategy

Growth Needs Assessment

Journey 4 was contracted to work with Amey Utilities on the transformation of the Severn Trent wastewater services contract in readiness for the new regulatory price review period AMP7. Ofwat the industry regulator had set out four themes to guide their approach to Amp7, (resilience, customer service, affordability, vulnerability, and innovation) and that for a service provider such as Amey, customer focus would be the key to transforming the business to be fit for the future.

We developed an Amp7 Vision Implementation Plan, including leading the Customer Experience workstream, aiming to improve Severn Trent brand perception and communication, help the transition to new measure of Customer Experience (CMeX) for Amp7 and improve customer experience, communication, and reduce the number of complaints.

On behalf of the entire Amey Severn Trent team I want to thank you for all of your effort, support and guidance in your time with Amey Severn Trent. It has been a challenging time for us but you have helped us transform the business and kept us on the path to success in Amp7.

Business Director, Amey Utilities

Our Approach

We gathered insights from a detailed customer journey map and engaged with a cross-section of the employees and supply chain partners to identify more than 70 customer experience improvement ideas. We then developed these in to 20 actionable service improvement plans, with an estimated uplift in customer experience attached to each improvement initiative. 

We developed a new customer strategy and customer contact plan and designed and implemented a new dedicated customer function which was central to the organisational review and a key focus of the Amp7 strategy. In line with this, the systems and business processes were designed to improve customer experience primarily, (effectiveness) whilst also reducing manual tasks, process failures and rework to reduce cost, (efficiency).

The way in which we approached the change management process, working with the Amey business and in partnership with Severn Trent, was critical in determining the success of the various projects and to the business taking ownership of the revised operating model. 

Impact of our work

Throughout the programme we focussed on delivering improvements to customer experience whilst at the same time improving cost effectiveness and adding value both to our client and Severn Trent. We established a new Customer Function and Head of Customer Experience role to provide ‘voice of customer’ at senior executive team level and to embed a culture focus culture.

In addition, we an increased focus on Customer Experience (CX) was achieved across the organisation in readiness for Amp7 and closer alignment with Severn Trent on the strategic customer agenda and customer experience improvement projects. We Improved customer contact and complaint management and improved internal communications. Customer satisfaction improved with on average 9/10 customers scoring the service good or excellent.