The customer service team at Amey strive to deliver an outstanding level of customer service and wanted to implement a more futuristic method of communicating with customers in real-time. They wanted to find a solution to update customers in a local area of progress on road works that may affect their journeys. The solution needed to be easy for customers to join as well as easy for the team to later send updates instantly. Steve Coventry explains why SMS communication has become a key element to their success.
The Objective
- Deliver outstanding customer service
- Communicate with customers simply & effectively about works in their area
- Stay ahead of competitors with modern communication
The Plan
Amey notify local residents of planned roadworks well in advance and wanted to provide an option for them to opt-in to updates on the works in their area. With this in mind, Steve was exploring a number of options to communicate these; “We wanted to explore a unique but simple means of communicating which is what led us to instant text messaging, over the last year, statistics prove that more than 90% of consumers who own mobile phones are actively using text messaging to communicate.”
Steve decided to use an inbound SMS number which they can provide to residents when they get in touch regarding planned works in their area. Customers can send a single text in to opt-in to the SMS list to receive updates on the works. The Amey team can then send text notifications out in real-time to everyone who has subscribed to that list ensuring residents know what is happening.
Steve explains; “With the assistance of the FireText team, we set up this service on one of our smaller projects and this instantly took off, both internally and externally with our clients and customers. The ability to send instant and multiple text messages to customers, this gave us that vital tool to keep our customers updated on the move as and when changes occur on site.”
The Message
“Works will carry on from the A483 to roundabout near the creamery on B4393. Trenching method is currently being used across the junction in front of The Four Crosses public house with two way traffic lights in place. We will continue to transfer services within the road closure and reinstatement to follow.”
The Results
Not only have the customer service team received a fantastic response to the sign up rate on many major projects, but they have also noticed a reduction in contact being received from customers asking for updates on works which means the workload has been lifted from the team whilst the customers continue to receive regular updates.
Steve explains; “The service has enabled us to keep the positive messages flowing about the investment to upgrade the infrastructure and maintain a reliable service for our client’s customers.”
This project has now been rolled out across the rest of the projects and it’s popularity has proved a huge success with staff and customers. Continued; “I feel that this service has played a vital part in making us a better service provider for our customers and clients, this has helped no end by saving us productive time we would normally spend having to call regular customers on a weekly basis to keep them updated.”