Southern Water Case Study: Breakthrough achievements in Customer Service

VISION worked with the Customer Call Centre, Complaints, Collections, and Operations (on relieving sewer blockage), but this study will focus mostly on our work in the Call Centre. That work was by far the most influential in lifting Southern Water to a run rate of 78 by September 2013. This study will cover all eight of VISION’s steps to culture change, but note that transferring knowledge to create change agents and measuring results began early.

Read the case study here.