South Staffs Water to use HTK Horizon for multi-channel marketing, customer service and mass-notification

23 November 2010: From this month, customers of South Staffs Water will benefit from a high-tech communication system that enables timely and useful information to be sent by email, SMS text messages and interactive voice calls.  By using the cost effective HTK Horizon platform for everything from appointment reminders and payment advice to emergency alerts and service notifications, South Staffs Water will build on its excellent customer service while keeping charges low.

HTK Horizon’s inbuilt CRM-integration and mapping capabilities allow for micro-targeted geographic communication across the South Staffs Water region, which services a population of nearly 1.29 million over an area of almost 1,500 square kilometres. Customers will soon be able to sign up to the new services on the web, by SMS or through the contact centre, choosing what information they want to receive, when and how.  Customers will also benefit from new and convenient ways to contact the water company; for example to provide a meter reading by SMS.

South Staffs is recognised as one of the most efficient companies in the water sector, where the need to ensure a continuous supply of clean water, coupled with excellent value and customer service, is of key importance. Adoption of the HTK Horizon platform is part of that ongoing commitment to provide the highest level of service and efficiency, with low charges, and to meet customers’ rising service expectations now and in the future.

Colin Richardson, Customer Service Manager at South Staffs Water said:  “As a provider of an essential service, South Staffs Water is constantly striving to improve our customer service.  We are extremely pleased to have teamed up with HTK in order to offer our customers a service that means we can keep in touch with them much more easily along with instant information, for example, in the event of an unplanned interruption to water supplies which may be affecting a large number of customers.”

Marlon Bowser, HTK CEO commented; “As a recognised leader in the UK water market, I’m delighted to be working with South Staffs Water. Horizon fits incredibly well with their strategy to reduce operating costs and yet deliver an excellent customer experience, and I hope that together we can set new benchmark standards for the industry.”