Water Industry - building a team capable of radically improving performance and service
Our client is national provider of water and sewerage services to the commercial sector was created as a consequence of deregulation of the water industry in the UK.
They found themselves in a newly created marketplace working with the legacy systems, processes, capabilities and behaviours designed for a non-competitive environment.
This meant they had significant resources being employed to work longer hours to achieve less in terms of both performance and service. This resulted in increased regulatory attention (including possible fines), increased bad debts, process waste, customer service issues and a critically lower right-first-time resolution of customer concerns.