Case Study: Affinity Water achieves higher customer satisfaction with Sopra Steria

Affinity Water improves customer service scores with Sopra Steria after handling 240,000 queries a year

Affinity Water, the UK's largest water-only supplier, faced a challenge with low customer satisfaction (CSAT) and Service Incentive Mechanism (SIM) scores due to long wait times for query resolution. To address this, they partnered with vendor Sopra Steria.

Sopra Steria implemented a solution involving new workflow tools, process automation, and a digital customer response mechanism. This approach efficiently handled approximately 240,000 annual inbound queries. As a result, Affinity Water reduced costs, improved efficiency, and achieved its highest ever CSAT and SIM scores within six months, with Sopra Steria's Robotic Process Automation enabling instant query resolution.

Affinity Water