Vitens

100-2,499 Employees
Customer Engagement

Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible. 

With a 31% market share and 5.4 million business and domestic customers, Vitens is the largest supplier of drinking water in the Netherlands.

Benefits

Improved Customer Service
Reduce Cost
Increased Productivity

Excellence on tap

With a 31% market share and 5.4 million business and domestic customers, Vitens is the largest supplier of drinking water in the Netherlands.
 
Whenever someone moves home within the six provinces Vitens serves, they open a new account with the water company – a process which involves calling the Vitens customer service department. The department also deal with billing queries and reports of any incidents relating to the quality or supply of water.
 
A publicly owned company, Vitens is committed to providing its customers with the best quality water, at the lowest cost. Customer service is also high on the organisation’s agenda: Vitens aims for a customer satisfaction score of 8/10 – which in line with the academic grading system in the Netherlands indicates a ‘good’ level of service, and shows that the organisation is on track to achieve its strategic goals.
 

“There’s been a great improvement in our first-call resolution rate. With Interactive Voice Response (IVR) we’re also able to direct more customers to the self-service facility. We’ve seen a 23% reduction in calls so far, from about 697,000 a year to about 539,000.”
 
—Geuje van Dijk – Transition Manager, Customer and Billing, Vitens
 

Vitens 2.0 programme to improve customer satisfaction

With customer satisfaction levels at ‘satisfactory’, Vitens recognised it needed to take action. It launched a project called Vitens 2.0 which focused on making necessary improvements to the way it served its customers. “At the time, it was difficult to resolve a query in one call,” recalls Geuje van Dijk, Transition Manager – Customer and Billing at Vitens. “We had a customer-facing contact centre to take calls relating to accounts, billing, and fault reporting.” But Vitens also ran a separate, internal contact centre for its maintenance engineers. “Our front-office and back-office operations were segmented and largely activity-based,” Geuje explains, “so a customer query, even a process as simple as registering a new account, could sometimes involve many departments ... and result in a backlog of work.”
 
Vitens wanted more customers to make use of its Internet self-service facility for simple requests and queries, for example to log a fault, or activate an account when moving house – an option that would not only reduce burden on the contact centre but also offer an alternative high-quality customer experience. ‘We also wanted to increase our “first-time fix” rate for customer queries,” Geuje acknowledges.
 

“Integrating the Avaya contact centre platform with our workforce management system has been crucial in enabling our process-based model and delivering the benefits we’re seeing as a result.”
 
—Geuje van Dijk – Transition Manager, Customer and Billing, Vitens
 

Closing the gap between front and back office

To close the gap between its front office operations – which included the contact centre – and back office functions, Vitens decided to move to a process-based, matrixed operating model. The front and back office were therefore merged into a single customer services department. The department would manage three processes: transfers (opening and closing water accounts when customers moved home/premises); customer relations; and billing and collections. Employees were trained to perform a number of activities in each process.
 
A business process management system and workforce management tool supported this new structure, allowing for better planning, monitoring, and management of resources and workflow.
 

An integrated contact centre

Next, Vitens needed to integrate its customer contact centre system, which at the time ran on a dedicated platform, with this new, process-based model and workforce management system. “We needed to determine the best solution for our requirements, at the right cost,” says Geuje. “Our existing system was nearing end-of-life and was complex – and costly – to maintain. It would even be expensive to upgrade. We wanted a solution that would match costs with benefits.”
 

Single platform integrated with workforce management system

Dimension Data proposed upgrading Vitens’ telephony system and integrating it with the contact centre solution used for maintenance contractors. This consolidated platform would link the contact centre solution with the workforce management system, giving Vitens the functionality it required, at a lower cost. The organisation would not have to pay for upgrading to a system that had excess functionality, and it would need fewer resources to support the single platform.
 
Dimension Data advised Vitens to select the Avaya Aura® Contact Center, running on Avaya Aura® Communication Manager. The integration with Avaya Aura® Workforce Optimization to support Vitens’s back-office processes was key to the success of this project.
 

Driving efficiencies, improving service

Vitens now has a single, Avaya platform for its contact centre and office telephony systems, which are linked to the organisation’s workforce management tool. “We’re able to use the same workforce management system for all our process, which means we can plan better and allocate resources more efficiently – for example, at busy times of the month or year,” Geuje says. “This has also enabled us to reduce the number of teams in the business from 14 to eight.”
 
In addition, Vitens is saving significantly on maintenance and licensing costs. Overall, operating costs have decreased by 60–70% and Vitens realised its return on investment within a year.
 
More importantly still, Geuje reports “there’s been a great improvement in our first-call resolution rate. With Interactive Voice Response (IVR) we’re also able to direct more customers to the self-service facility. We’ve seen a 23% reduction in calls so far, from about 697,000 a year to about 539,000.”
 
That has contributed to a tangible improvement in customer service, as the organisation’s customer satisfaction score has increased to 8/10 – hitting the target Vitens set itself.
 
For Geuje. the biggest benefit of the Vitens 2.0 programme has been the ability to plan activities using the business process management system.
 
“Integrating the Avaya contact centre platform with our workforce management system has been crucial in enabling our process-based model,” he concludes, “and delivering the benefits we’re seeing as a result.”
 

Products & Solutions:

  • Avaya Aura® Contact Center
  • Avaya Aura® Communication Manager
  • Avaya Session Border Controller for Enterprise (for SIP trunking)
  • Avaya Aura® System Manager
  • Avaya Aura® Workforce Optimization
  • Avaya Aura® Application Enablement Services
 

About Vitens

Vitens is the largest drinking water company in the Netherlands. It supplies reliable drinking water to the provinces of Friesland, Overijssel, Flevoland, Gelderland and Utrecht, as well as a number of municipalities in Noord-Holland and Drenthe.
www.vitens.nl


About Dimension Data

Dimension Data plc is an ICT services and solutions provider that uses its technology expertise, global service delivery capability, and entrepreneurial spirit to accelerate the business ambitions of its clients. It has operations in over 50 countries and employs more than 15,000 people. www.dimensiondata.com

With a 31% market share and 5.4 million business and domestic customers, Vitens is the largest supplier of drinking water in the Netherlands.

CUSTOMER PROFILE
Vitens Logo
  • Headquarters:

  • Netherlands

Vitens is the largest drinking water company in the Netherlands. It supplies reliable drinking water to the provinces of Friesland, Overijssel, Flevoland, Gelderland and Utrecht, as well as a number of municipalities in Noord-Holland and Drenthe. www.vitens.nl

What our Customers are saying
“There’s been a great improvement in our first-call resolution rate. With Interactive Voice Response (IVR) we’re also able to direct more customers to the self-service facility. We’ve seen a 23% reduction in calls so far, from about 697,000 a year to about 539,000.”

Read more testimonials >
  • Geuje van Dijk

  • Vitens

AVAYA SOLUTIONS DELIVERED