Digital calling cards roll out for wastewater teams following successful trial

Yorkshire Water is introducing digital calling cards across its three Customer Field Services (CFS) teams using the Vyntelligence Video Intelligence Platform. The calling cards show customers what work has been carried out at their property following reports of drainage or sewer issues.

Using the platform, wastewater field teams can explain and demonstrate the actions they have taken, such as clearing blocked drains, inspecting foul pipes, or investigating manhole malfunctions.

The feedback from both customers and the field team has been so positive that Yorkshire Water has decided to roll-out the Digital Calling Cards to all of the CFS teams across the whole of the region. 

The new tool, which is operated via an app on the field technician’s phone, allows them to leave the customer a short video, via text message, explaining the work they've carried out as well as highlighting any outstanding actions.  Vyn also uses AI to transcribe the video commentary and generate a jargon-free summary for the customer, making it easier for them to understand what has been completed and what happens next.

The results have been two-fold, firstly, if a customer isn’t at home when the field technicians call, the digital card can offer an actual view and full account of the investigations and actions taken on the day.  If the job isn’t under Yorkshire Water jurisdiction or a private issue, the technician can also explain, on camera, what the customer needs to do next, such as contact a private plumber or their landlord for instance.

Secondly, the number of repeat or return calls and complaints relating to the same job have fallen significantly, because customers can now have their own, personal video footage of what has happened during the Yorkshire Water field techs’ visit.

Liam Mite, operational delivery manager at Yorkshire Water, said: “When the team are responding to a customer call and they are at home, then it is easy to be able to explain what we’re doing, what we think the issue is, if it is a blocked drain, or a private pipe and what the next steps will be if it can’t be fixed there and then.

“If customers are not at home, and we don’t get this face-to-face interaction, it can be more problematic.  If we don’t leave a calling card, or the handwriting isn’t clear, customers call back because they don’t know if the issue has been fixed or not. 

“What we’ve found so far from the teams who are trialling the new ‘digital’ calling cards, is a really positive response from customers.  Our field techs are able to show the full investigation, in real-time, that they are carrying out.  They can share commentary of inside the wastewater network and also explain what they have done to fix the problem.  If it can’t be managed on the day, the field tech can also explain, on camera, what the next steps will be, or if it is a private issue, who the customer should contact next to resolve this.”

Vyn’s video intelligence technology is also in use with customers who have an ongoing case, as Yorkshire Water complaints and compliance manager, Josh Clayton, explains: “As well as using the digital report cards for our field techs, we’re also using this for customers who have an ongoing, outstanding case, to record any incidents at their properties. They can submit a video update or report a ongoing issue.

“The benefit of the digital update is that we can see from the video what’s happening and make sure the correct team, with the right equipment, attend to carry out a repair.  It also allows us to identify if the issue is a private issue for the property or landlord to correct, or if it needs Yorkshire Water techs to intervene.

“It’s standard practice to get a photo of a parcel drop or a video of works done for a car’s MOT, and we wanted to modernise our operational and customer experience to be able to keep our customers informed, advised and updated on our progress, or indeed, if they need to contact the landlord or plumber.”

Finally, for both call managers and operational teams at Yorkshire Water, this new video technology, is giving a really good insight to the health of the wastewater network on a hyper-local level.  It is proving to be a valuable tool to capture digital data on potential hotspots too.  This is valuable when it comes to planning for capital improvement projects for the next five-year investment period (2030 – 2035).

Liam continues: “We’re asking our field teams for their feedback on the technology too because it is important that it is easy and straightforward to use and that it doesn’t slow down the operational work they are carrying out.  We are working really hard to do right by our customers, and we hope that the new digital ‘drain-eye’ view gives them a real insight into the work we are carrying out, every day, 365 days a year, on their behalf.”

Jennifer Meredith, of Vyntelligence, said: “We’re delighted that Yorkshire Water wants to expand the digital calling cards across the network. The technology really helps customers to understand what’s going on with their wastewater network.

We are finding that utility companies are embracing the technology to drive customer trust and resolve problems simply, quickly and efficiently.”