Project launched by Severn Trent Water and Vyntelligence shortlisted as a finalist for Customer Experience Utility Week Award
Severn Trent Water and Vyntelligence are thrilled to announce their place as finalists for the prestigious Customer Experience Utility Week Awards. The recognition highlights the groundbreaking ‘Video and AI-enabled Severn Trent Customer Inspectors‘ initiative. It has transformed the way Severn Trent Water supports their customers, integrating Vyntelligence’s innovative mobile and AI-first video technology.
Starting in October 2023, this project reimagined Severn Trent Water’s customer service by creating the role of Customer Inspectors. These inspectors were empowered to provide personalised, video-based summaries after each visit, delivered using the Vyntelligence app. With over 11,500 video summaries, Severn Trent has seen notable improvements in customer satisfaction. C-MeX scores rose from 7 to 8, C-Sat scores increased from 8.88 to 9.21, and TrustPilot ratings soared from 1.8 to 4.8!
An additional benefit has been the almost 30% of vyns that have been shared internally with other departments. By sharing the videos to show the required next steps, Severn Trent have improved job completion time and reduced revisits. All of which have benefitted their customers by providing a right first time approach.
The project reflects Severn Trent and Vyntelligence’s commitment to delivering innovative, responsive, and customer-focused service. The initiative has enhanced communication transparency and offered customers easy-to-access information about their service visits.
We’ll learn the results on 3 December at the Awards Ceremony and look forward to celebrating with utility industry peers.
Best of luck to all finalists!
