Case Study: Welsh Water achieves faster complaint resolution with 8x8 Video Interaction

Welsh Water turns on the tap to better customer service with 8x8

Welsh Water, a not-for-profit water utility serving much of Wales and parts of western England, needed a better way to triage customer issues such as leaks and burst pipes. Without visual information, support teams often struggled to diagnose problems accurately, which led to unnecessary site visits, wasted time, and added costs. The company turned to 8x8 for help, using 8x8 Video Interaction as part of its customer support process.

8x8 implemented a real-time video solution that let Welsh Water agents see issues as customers reported them, improving triage, diagnosis, and prioritization. As a result, Welsh Water reduced unnecessary engineer dispatches by at least 100 appointments, resolved complaints faster, and increased the number of calls handled through video.

Welsh Water

Peter O’Hanlon

Head of Delivery for Customer Strategy