RAND WATER Industry: Utility Key Solution: Interactive Intelligence Customer Interaction Centre

Rand Water, previously known as Rand Water Board is situated in Glenvista, Johannesburg and has been a bulk water supplier since 1903. Rand Water is one of the largest water utilities in the world.

The Water Services Act and other incumbent regulations require a water services provider to have appropriate mechanisms through which the public can officially lodge a complaint or concerns. These regulations prompted Rand Water to install a call centre. A 15 seat call centre utilising the Interactive Intelligence platform was installed by another call centre vendor in 2000.

Solution

ATIO Corporation was appointed as service provider for Rand Water early in 2002. The decision by Rand Water to change service providers was based on the superior customer and technical services provided by ATIO Corporation.

During November 2002 the Customer Contact Centre will be upgraded and it is anticipated that the Customer Service Centre will double in volume during the first quarter of 2003.

Result

Since the inception of the Customer Service Centre Rand Water has emerged as a brand with a visible public profile and strong associations with quality water supply, water conservation, transformation, consumer education and community upliftment.