When industry game changers speak, they ignite disruption, spark innovation, and offer powerful insights that reshape the way businesses thrive. Welsh Water and United Utilities are prime examples, leading the charge in revolutionising how we manage one of our most precious resources: water.
At our 13th Vynners Community event, Game Changers, Charlotte Harris, Senior Project Manager at Welsh Water and Steve Marsh, Developer Services & Metering Field Service Manager at United Utilities took centre stage, sharing their inspiring success stories on how the right technology can be key to transforming water management in the utilities sector.
Welsh Water: Leading Change with Technology
“Technology can be an enabler, not a hindrance.”
Charlotte Harris, Senior Project Manager at Welsh Water
Welsh Water is a not-for-profit organisation and the only water company of its kind in the UK. Senior Project Manager, Charlotte Harris and her team have been driving sustainable water usage. With a goal to reduce consumption to 110 litres per person per day by 2050 (down from 148 litres), they faced a significant challenge. But Charlotte and her team are no strangers to innovation.
In 2021, Welsh Water launched the Leaky Loo Initiative, fixing leaks at no cost to customers. They also had a goal to install 2,000 waterbutts. However, large initiatives like these come with a hefty price of time, money and customer experience. That’s where Vyntelligence made a difference.
With Vyn’s GenAI-powered video intelligence, Welsh Water’s team allocated limited resources, empowering a small team of just 6 plumbers to effectively manage a large service area by avoiding unnecessary site visits. They filtered out 8% of customer submissions that didn’t require a visit – saving time, reducing costs and maximising the impact of a small team.
Customers just send a video of their leaking toilet, which the team reviews remotely. By embracing Vyn, Welsh Water has streamlined operations by scaling their team’s effectiveness and setting a new standard for customer service in the utilities sector.
“We would have needed a team triple the size to have managed the same job without Vyn. But just by recording a Vyn, we were able to close the loop and achieve far more.”
Charlotte Harris, Senior Project Manager at Welsh Water
United Utilities: Scaling with Efficiency
United Utilities is a water and wastewater services in the North West of England. Developer Services & Metering Field Service Manager, Steve Marsh and his team have been facing challenges as their service area expands. Managing water connection installations for small communities to large estates, they need to work with contractors and ensure efficiency in field visits, costs and customer experience. As true game changers, they know that right technology is the key.
“Vyn technology has been an absolute game changer for us for the past three years, and to build on the evidence from Vyn and share it with a customer has just been quite a unique thing for us.”
Steve Marsh, Developer Services & Metering Field Service Manager at United Utilities
Vyn’s Video Intelligence Work Platform has transformed United Utilities’ developer services in capturing real-time asset information. The ability to capture and report asset data on-site provides full visibility of the installation process, ensuring assets are built correctly. This avoids long-term costs and performance issues. The integration of Vyn has resulted in streamlined operations, improved field communication and enhanced customer experience across United Utilities’ projects of all sizes.
United Utilities customers, SLPs and developers also gain the benefit to self-report on the job, ensuring transparency across the pipeline. The simplicity and speed with Vyn has resulted in a positive impact on United Utilities’ team morale and productivity to deliver high-quality services.
“From the Vyn technology, our customers, SLPs and developers – they are asking for it more, they want to do things differently.”
Steve Marsh, Developer Services & Metering Field Service Manager at United Utilities
The Common Thread: Vyntelligence
At Vyntelligence, we take pride in showcasing the stories of visionary leaders like Charlotte Harris and Steve Marsh, who are transforming their industries by reimagining the way of working. By sharing their success stories they are inspiring others to think boldly and embrace new technologies.
Missed the event? Watch the recording to catch up on these ground-breaking discussions.
You can also become a Game Changer with Vyntelligence. Book a call with one of our experts and find out how.
