Case Study: a leading water supplier boosts customer effort score with TechSee

Top utility company supplies over 2.5 million customers, generating annual revenues of around €300M

a leading water supplier, which serves over 2.5 million customers, was facing challenges with its revenue protection strategy. Key issues included verifying water meter readings, identifying the causes of inaccurate measurements, and determining responsibility for water leaks, which often led to frustrating delays and unnecessary engineer dispatches. To enhance customer satisfaction and reduce overhead, the company partnered with TechSee to implement its visual engagement platform.

The solution from TechSee enabled the company's agents to use smartphone cameras and augmented reality tools to see customer issues in real-time and guide them through resolutions remotely. This resulted in a 61% reduction in engineer dispatches, avoiding 2,500 visits in one year. Furthermore, TechSee helped the company achieve a 92% CSAT score and a 30% improvement in its Customer Effort Score.