Vyn reduces field visits and team handovers, improving customer response times for Northumbrian Water

Vyntelligence partnered with a national water services company to improve customer experience by digitising field service forms with AI-powered SmartVideoNotes


The Challenge

With an aim to keep customers and frontline technicians safe, Northumbrian Water wanted to empower customers to perform self-assessments through digital field service forms, avoiding in-person visits during the pandemic.

The Solution

Our client deployed video-based self-reporting and remote auditing with Vyn SmartVideoNotes.

Customers can now report an issue, a water leak for example, to the service provider using a short, guided video captured on any mobile device without the need to download an app. Vyn’s AI-powered platform automatically labels the short video and integrates it into the customer service and planning workflows.

“We found during the pandemic that with Vyn, we reduced field visits by 32%. The best feedback we heard was from the field staff that they felt cared for.” – Nigel Watson, CIO, Northumbrian Water

Want to know how this was done? Check out the full case study.


​​The Outcome

50% reduction in team handovers and 32% reduction in investigative field visits

Delivered in just 3 weeks, Vyn’s video based reporting solution enabled customer & employee safety and business continuity during the pandemic. The detailed and guided visual evidence of customer issues helped significantly cut operational overhead and Successfully improved both workforce productivity and customer response times.

Read all the outcomes from the complete case study to find out how NWL delivered simple, safe and seamless customer experience.