Severn Trent transforms customer experience with Genesys Cloud.
Chatbots, automation, and efficiency take centre stage.
In the world of utilities, Severn Trent Water stands out as an innovative leader in delivering an exceptional digital-first customer experience (CX).
Discover how Severn Trent partnered with Connect and leveraged the Genesys Cloud contact centre to drive efficiency, increase first contact resolution, and reduce service complaints.
Three reasons to download:
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Digital-first strategy: Explore how Severn Trent shifted from a call-based service model to a digital-first, omnichannel approach.
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Efficiency and CX transformation: Discover how the team transitioned to having 1 out of 4 of incoming messages managed end-to-end by chatbots, leading to reduced call volumes and faster response times for customers.
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Customer and colleague experience: Discover how introducing a single CRM database has led to a consolidated view of customers, allowing for highly personalised interactions — and leading to a substantial reduction in service complaints and an impressive 8.6/10 internal satisfaction score.
