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10 July 2007
Thames Water has renewed its contract with outsourcing and technology organisation Xansa in a 12-month deal.
Xansa will continue to manage the back office processes of metered billing exceptions, customer correspondence processes and general actions.
Under the agreement the company will carry on providing back office services that will enable Thames Water to address customer service, cost and quality issues, while ensuring it meets strict regulatory requirements.
"We selected Xansa for the project for its depth of understanding of customer services," said Mike Tempest, Customer Services Director, at Thames Water. "We have a highly successful, integrated delivery approach to service provision. It also allows us to continue to free up resources for deployment elsewhere within our organisation. The flexibility of the solution enables us to respond effectively to the seasonal variations in the demand for customer services."
"The renewal of this contract will see our BPO relationship with Thames Water, a major player in utilities, reach the six-year mark," said Kevin O'Byrne, client director at Xansa.
Thames Water will continue to increase efficiency by outsourcing part of its functions to India and the contract will continue to use Xansa's integrated delivery capability. Xansa handles around 700,000 customers' interactions each year including disputed bills and correspondence.
"Having worked with Thames Water for over 18 years with successful implementations of IT and BPO programmes we are looking to further develop this relationship using our expert knowledge," said O'Byrne.
