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Anglian Water Business has stepped up its preparations ahead of market opening by outsourcing its out-of-hours customer support service.
The deal with Echo Managed Services has been agreed on a trial basis for what Anglian Water says is a “relatively low value” contract and marks “one of the first steps” towards Anglian Water Business operating as a separate entity from the domestic retail business.
Echo will supply and manage the out-of-hours line for business customers, as well as tracking customer incidents and providing them with regular updates until the issue is resolved.
Anglian Water Business project manager David Windle said: “We know that water supply issues can be particularly disruptive for businesses, and we want to provide a better experience as well as proactive updates on supply repairs.
“As part of our partnership with Echo, we have worked closely with its contact centre teams to provide the in-depth training needed.”
He added Echo provides a “cost-effective way for us to provide our commercial customers with a comprehensive out-of-hours service.”
Echo Managed Services business development manager Rob Howlett said: “Instead of simply fielding calls, we’re providing significant added value by actively identifying priority cases, initiating appropriate services to support business customers, and working closely to keep customers up to date on developments on how their issue is being resolved.”
The moves follows the launch of an efficiency partnership between Anglian Water Business and SaveMoneyCutCarbon last month, whereby the water company aims to cut water and energy usage to reduce commercial utility bills for its customers.
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