How Wessex Water Enhances Customer Support with NSN
The Company
Meet Wessex Water
Wessex Water is a leading water and sewerage business serving 2.9 million customers across the south west of England. The company plays a critical role that goes beyond providing an essential public service, and aims to help tackle the climate emergency, support the communities it serves and contribute to the growth of the UK economy.
The Problem
Struggles with maintaining and researching information on support services
Wessex Water works with a number of partner organisations that offer free independent advice to further support customers if they need help with difficulties such as debt, budgeting, ill health, disability and bereavement.
While information about these organisations was already available on Wessex Water’s website, the business recognised the challenges of keeping it up-to-date, efficient and accurate. Wessex Water also wanted to ensure its agents were able to signpost customers to the right place if they are searching for advice beyond what was available on its website.
The Solution
A Smarter Way to Signpost with The NSN Support Hub
Partnering with NSN has helped Wessex Water go even further to support customers in need by providing access to thousands of additional external services while also ensuring the information is reliable and up-to-date.
Wessex Water is currently updating more of its customer communications to help raise awareness of the partnership with NSN and further support available. The business has also recently published its latest vulnerability strategy which includes a case study about NSN as an example of its commitments to delivering customer care.
The Results
Providing the tools and confidence to connect customers to support
Wessex Water recognised the unique benefits of the NSN platform and how it can help streamline support experiences and resources for its customers. Customer Policy Manager Claire Smith said:
“NSN has been great to work with and we’ve had so much support during the onboarding process. The team has been incredibly accommodating and worked hard to personalise the platform and ensure it’s as helpful as possible for our customers.”
Agents can now go the extra mile by signposting customers to the NSN Support Hub via the Wessex Water website, giving them the confidence and tools to connect individuals to the support they need from trusted external services.