Case Study: Yorkshire Water achieves £3.6M annual savings and higher first-call resolution with eGain Knowledge+AI

Yorkshire Water - Customer Case Study

Yorkshire Water supplies water and sewerage services to 1.7 million UK households, delivering about 1.24 billion litres of drinking water daily. Facing roughly 400,000 operational calls a year—many routine but 20% complex—incorrect responses were driving unnecessary engineer call-outs, higher costs and poorer customer satisfaction. The company needed an intuitive knowledge-management solution to propagate expertise across agents, improve first-call resolution and reduce handling and wrap-up times.

Yorkshire Water implemented eGain Knowledge+AI for 130 agents, building a knowledge base of over 750 resolutions and automating call notes and diagnostics. The program cut unnecessary engineer visits (saving about £30 per call, or £3.6 million annually), achieved over 30% first-call resolution on operational contacts, reduced agent training time by 25%, sped call handling, increased agent and customer satisfaction (hitting 80% on customer experience measures), and enabled plans to expand to additional channels.

Yorkshire Water

Alan Clubb

Team Manager, Integrated Customer and Operations Management (ICOM) Team