Energy provider improves engineers’ fault response times

A major energy provider was keen to ensure it hit and improve on the customer service targets set out by the UK energy regulator, which benchmarks all electricity providers.

WIN worked with the client to integrate mobile into their workforce communications programme. An SMS alert is now sent out to engineers notifying them of a local fault. Engineers respond using a short code confirming that they will attend the fault.

As a result, the clients’ average Customer Maintenance Level was reduced below the level defined by the regulator and fault response time have improved.