Logan Water is responsible for delivering essential water supply and wastewater services to the Logan community. A historically operations focused business, Logan Water engaged CEC to review there existing processes in relation to the growing need to meet customer expectations and best practice industry standards.
There was a clear need for the organisation to define a more consistent, sustainable customer experience and create a customer centric culture within the organisation.
We started by identifying customers’ key interactions with Logan Water
It was important to identify a wide spectrum of customer scenarios, i.e. water and waste issues that had a low impact on customers’ quality of life, and those that had a high impact. This ensured that the journey maps created would represent a variety of customer needs and the experiences of most Logan Water business units. These customer scenarios represented a deep dive of the following:
The ‘troubleshoot' experience – moments when customers’ experienced interruption to their water or waste service, and required support by Logan Water to fix the problem.
The ‘billing and payment’ experience – this included general queries or amendments related to payment or managing financial hardship.
We identified gaps in the current state by assessing against principles
We leveraged industry standard customer experience principles to assess each current state ‘troubleshoot’ and ‘billing and payment’ journey to understand how Logan Water was performing against baseline customer needs.
The assessment and identified gaps were presented to the organisation to help build their understanding of customers’ emotional needs and expectations, and where Logan Water had opportunities to improve.
We built a future state Customer Service Model to deliver a new experience
We defined a set of 19 recommendations aligned to 4 key pillars, each representing a collection of strategic initiatives, organisational infrastructure, process re-design and capability uplift that were required for Logan Water to deliver on an improved future state experience.
Two core recommendations were the design and implementation of a tiered escalation model to more efficiently address customer queries, and the implementation of a singular CRM solution to manage customer interactions.
These recommendations were articulated within the future state Customer Service Model to demonstrate how they fit together to enable the delivery of a coherent and consistent experience, regardless of the customers’ query or issue.