Case Study: Wales & West Utilities saves site visits and boosts customer satisfaction with Vyntelligence

Site visits saved and customer satisfaction score up to 9.29 with Vyn

Wales & West Utilities, a gas distribution network, faced challenges with time-consuming physical site surveys for new connections and a lack of visual evidence for resolving customer complaints. This led to aborted visits, delays in fulfilling requests, and difficulty meeting service level agreements. To address this, they partnered with Vyntelligence to digitize their processes using the Vyn SmartVideoNotes service.

The solution from Vyntelligence guided customers to capture site information via short videos, eliminating the need for many initial site visits. This resulted in 70% of video submissions saving a physical visit, reducing monthly survey costs by £9,500. The customer satisfaction score improved from 8.24 to 9.29, and the process to raise, survey, and receive a quote was drastically reduced to just 30 minutes.

Wales & West Utilities

Claire Edwards

Customer Service Manager