Case Study: United Utilities achieves faster customer service and 2,500 hours saved with Vyntelligence

Improved developer customer experience scores and 2,500 hours of administration saved

United Utilities, a leading water supplier, wanted to improve its customer experience by simplifying how customers reported site status and issues, a process that traditionally required multiple site visits and extensive administration. To address this challenge, they partnered with Vyntelligence to deploy its Vyn solution for creating digital video records of site visits.

Vyntelligence implemented a solution where customers used the Vyn tool to conduct guided self-surveys, which were then reviewed remotely by surveyors. This approach saved 2,500 hours of administrative time, led to 100% of customers rating the service as good or excellent, and resulted in over 5,000 videos being recorded since launch, significantly improving efficiency and customer satisfaction.

United Utilities

Nicola Fletcher

Area Manager