Customer Triage Analytics

Customer service has never been more important to your water business. With increased regulation and intervention from Ofwat comes the expectation of improved customer service and proactive response management.

Our Customer Triage Analytics are embedded in your customer call handling process to help you give priority to customers who are experiencing blockages and restricted water issues, situations that are most likely to escalate to internal or external sewer flooding.    

Machine learned analytics identify the patterns of asset, environmental, and other characteristics that increase the likelihood that a blockage will become a more serious service failure. The customer call handler references a simple user interface that shows the risk level at every commercial and residential property in the water company region. The risk level then informs what priority status the incident is assigned.  

We offer Customer Triage Analytics as a stand-alone service or embedded within your cloud environment so that you can better understand the needs of your customers and provide them with the best possible service.