In early 2023, we identified a significant issue: nearly 30% of field jobs dispatched for blockage and flooding incidents were unnecessary, often stemming from private property issues beyond our responsibility.
This inefficiency not only incurred avoidable costs but also strained customer relations because even when we dispatched teams to support our customers’ they could not take action where the assets were not our own. To address this challenge, we redefined our approach to customer conversations, focusing on value-driven interactions.
Despite the potential for customer disappointment, we set an ambitious goal of reducing unnecessary jobs by 30% while maintaining our exceptional customer satisfaction (C-MeX) scores. We adopted new practices, including daily huddles, learning teams, coaching, and resolver practices. Through group coaching sessions and ongoing support, advisors gained knowledge and confidence in navigating such conversations.
This approach was embedded into our training process, ensuring all new hires were equipped with the necessary skills. To measure progress, a Power BI dashboard was implemented, providing real-time performance insights. The results were outstanding: over £100,000 saved to date, surpassing the original target with a reduction of almost 16% for blockages and 14% for external flooding.
These savings have helped to either improve our efficiency and lower bills for customers or can be reinvested to further improve service levels. Simon Cyhanko, Head of Wastewater Networks, praised the initiative for its significant cost savings and collaborative approach. The implementation of 'better validation' principles not only reduced unnecessary costs but also exemplified our commitment to learning and teamwork.