Case Study: Yorkshire Water achieves enhanced customer service and compliance with Verint Systems' Impact 360

Yorkshire Water - Customer Case Study

Yorkshire Water, supported by its customer‑service arm Loop Customer Management, serves 4.7 million people and 140,000 businesses and needed a faster, more cost‑effective way to understand customer needs, improve service quality, and meet evolving regulator (Ofwat) and PCI compliance requirements. Loop’s priority was capturing, retrieving and analysing every customer interaction to enable personalised service, better complaint investigations and consistent performance monitoring across 500 agents.

Loop implemented Verint’s Impact 360 Recording and Quality Monitoring with support from Verint Impact Services, capturing voice and agent desktop activity for every inbound and outbound call, tagging and archiving interactions for quick retrieval. The solution automated audit processes, strengthened PCI and regulatory compliance, freed team leaders’ time, enabled daily call scoring and coaching by 30 managers, and provided scalable monitoring that improved service quality and supported business growth.

Yorkshire Water

John Beresford

Senior IT Professional, ICOM Team