Case Study: Anglian Water achieves proactive outage notifications, reduced inbound calls and £100K annual savings with Alvaria

Anglian Water Proactive notifications improves operational efficiency for England’s largest water company

Anglian Water, the largest water and recycling company in England and Wales by geographic area, supplies more than six million customers across the east of England and Hartlepool. With growing demand and a critical need to keep customers informed about outages or supply issues, the company faced a reactive notification process that relied on customers calling in—creating high inbound volumes and poor customer experience during incidents.

Anglian Water implemented Aspect® Proactive Engagement Suite™, a cloud-based SaaS that automatically sends localized, pre-recorded notifications to affected customers as incidents are identified and refined. The solution sends over 200,000 proactive messages a year, sharply reduces inbound calls, consolidates communications into a single platform, and has delivered an estimated £100,000 in annual savings—while requiring no extra hardware or headcount and prompting consideration for wider rollout.

Anglian Water

Graham Blackburn

Contact Centre Manager