Case Study: United Utilities reduces HR support calls by 50% with Verint Systems

United Utilities Reduces HR Support Calls by 50 Percent with Verint

United Utilities, a leading U.K. water provider serving 3 million homes, needed a better way to support a hybrid workforce and reduce repetitive HR queries. With Verint Systems’ Knowledge Management, the company aimed to give more than 6,000 employees faster access to consistent HR information and self-service answers across devices.

Verint Systems implemented a single source of truth for HR content through its Ask HR self-service platform, helping employees find answers 24/7 and giving HR visibility into content gaps and usage trends. The result was a 50 percent reduction in HR support calls, along with strong engagement: 8,500 messages, up to 2,000 users per day, 41,200 searches, 95,700 sessions, and nearly 120,000 article views in the past year.

United Utilities

Libby Forde

HR Systems Specialist