“If you want to work with people who really get it, this team can make a real difference

TESTIMONAL:

BRIEF:

Southern Water is one of 20+ water companies in the UK, providing public water supply, wastewater collection and treatment for over one million households and businesses, with revenues of approximately £780m.

We were initially asked to work with the company because the new Chief Customer Officer was facing some extremely difficult operational issues that were causing a significant number of customer complaints.

WORK:

We partnered with business on a variety of strategic and operational initiatives over a number of years. Our work included support around operational improvement projects, the rationalisation of a portfolio of customer-transformation projects and programmes, support to a number of board-level initiatives and work to allow Southern Water to understand their maturity as a truly customer-centric organisation.

OUTCOMES:

Our work with Southern Water has enabled them not only to refine their focus as the progress on their transformation journey to becoming a more customer-led business but also to focus on the more immediate operational basics of customer experience, which can make a tangible difference in a matter of weeks.