South East Water taps improved customer satisfaction with IBM Maximo
Cohesive enabled mobile solution which helps increase agility by delivering 99% faster access to maintenance and repair reports, leading to more responsive customer service.
The Challenge
South East Water is one of 21 regulated water supply companies in England and Wales. To help drive funding from regulators, South East Water aimed to boost its Service Incentive Mechanism (SIM) score. How could they deliver rapid and effective services to ensure customer satisfaction?
In the past, their contractors working in the field would document the work they were carrying out on paper forms, which were then manually entered into the IBM Maximo solution. This meant that there was often a delay of two working days between work being completed and the information being entered into the system. This meant there was no insight into when assigned work was completed or how to effectively manage operational incidents.
Our Solution
South East Water realized that mobile workforce management capabilities would deliver the visibility it needed to support more responsive customer services. By enabling its contractors to enter information directly into IBM Maximo, South East Water can get information to its customer service teams, and therefore to its customers, faster than ever. Contractors in the field now enter information in IBM Maximo mobile in under 10 minutes.
The Results
Customer satisfaction is a key contributor to their overall SIM score, and thanks in large part to the IBM solution they have already climbed significantly in the SIM survey league. By continuing to develop the mobile app, they will strengthen their ability to deliver more effective, proactive services that delight their customers.
