Western Power Distribution

Case Study

The Organisation

Western Power Distribution is the electricity distribution network operator for the Midlands, South Wales and the South West delivering electricity over a 55,300 sq kms service area to over 7.6 million customers.

The Challenge

Western Power Distribution required a system that provided regular updates to incident-affected customers, reducing the need for customers to pursue contact with a live agent over the telephone.

The system therefore needed to interface directly to the fault management and maintenance systems that monitored the major substations on their distribution network.

They were also particularly keen to be able to maintain and support the resultant systems in-house.

The Solution

The consultancy provided by Square Systems resulted in the development of an IVR system that was able to meet high demand whilst providing accurate and current information.

By working side-by-side with Western Power Distribution development staff, Square Systems were able to help create a bespoke system that could be maintained, supported and developed further in-house.

"Working with Square Systems on this project gave us the ability to make rapid progress at the same time as developing our in-house skills. One of our key objectives was to remove our dependencies on external organisations to provide information to customers. With help from Square Systems, we now have a system that is effective and totally under our control."

Chris Andrews

Project Manager

The Benefits

  • Square Systems were able to respond to the urgency of Western Power Distribution’s request and make rapid progress towards a solution.
  • The thorough consultancy offered by Square Systems led to substantial knowledge transfer to Western Power Distribution’s technical staff.
  • The system that was developed could be maintained, supported and further developed in-house.

Square Systems & Opinion8

Square Systems is the creator of Opinion8, used by organisations to measure customer and employee satisfaction. Opinion8 is a cloud-based automated survey tool developed and supported by Square Systems. Opinion8 surveys can be completed via telephone, SMS (text), email, smartphone and online. Square Systems works with many UK and multinational companies to provide both customer and employee surveys.

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