United Utilities Case Study
Incident Management
"This is a great step forward in customer service and efficiency."
United Utilities use Rapide to send text messages to their 7 million customers when adverse weather
conditions affect their electricity and water services.
Previously the company would have to rely on their customers to alert them to faults, and then to call in again
for subsequent updates on how near it was to being resolved. Now customers are given timely notifications
via text message and are also offered a freephone number to call in to should they need any more assistance.
Not only does this proactively keep their customers informed, but it also significantly reduces the number of
inbound calls in to their contact centres.
"It’s led to a positive reduction in call volumes to our Faults Contact Centre."
