
Echo Managed Services has successfully secured a retender with Northern Ireland Water, extending their current Metering and Billing contract for an additional two years.
UK-based outsourced customer contact specialist, Echo Managed Services has successfully won a retender with Northern Ireland Water, extending its metering and billing contract for another two years.
The contract calls on Echo to undertake field and office based activities to ensure appropriate and correct billing for the 1.8million people within Northern Ireland Water’s remit – a service Echo has delivered since 2016 following a competitive procurement process.
Echo’s office team will continue to undertake analysis using Echo’s proprietary software systems to highlight billing inaccuracies and identify those meters requiring further investigation and action.
Its field teams, meanwhile, are strategically stationed across six Northern Ireland Water depots. Their key role is to visit customer premises to investigate individual cases, prioritising first time resolution and minimising repeat visits.
“We’ve enjoyed a productive and valuable partnership with Echo over the past 12 years and have been thoroughly impressed with the way the team has executed the more recent metering and billing contract. Importantly, they operate with a customer-centric mindset that has had some great feedback from our stakeholders.”
Gary Curran, head of metering and billing at Northern Ireland Water
The contract builds on an existing long term relationship between the two companies, with Echo having delivered end-to-end customer contact management, billing processes and revenue management for Northern Ireland Water since 2006.
The metering and billing partnership has already generated some impressive results. Since September 2016 alone, Echo’s team has completed over 24,000 field visits, with more than 34,000 cases closed and 2,511 accounts billed or back-billed. Echo has also designed and delivered a number of improvement initiatives during the contract, such as new dashboards, quality assurance methodology and e-learning.
“It’s always rewarding to build long-term relationships with clients, so we’re pleased to have been chosen again to deliver our services to Northern Ireland Water and its customers. We’re looking forward to building on our strong performance over the last two years to continue to support accurate customer billing for Northern Ireland Water.”
Jim White, head of operations at Echo Managed Services
Suggested Further Reading
Knowledge Centre: Case Studies
A new customer-centric approach to debt collection
More in the Knowledge centre
More News
Water companies’ apps way off expectations of Gen Z digital natives
Echo's latest research highlights that whilst 36% of Generation Z consumers prefer to use an app to manage their essential…
Aptumo expands into Australia following second contract win
Echo announces new Australian business, Aptumo Pty Ltd, following growing interest in the company's innovative Salesforce-native water billing software...
Echo Announces Aptumo on Salesforce AppExchange, the World's Leading Enterprise Cloud Marketplace
Echo’s customers can now benefit from a new era of water billing software...
Aptumo awarded development excellence accolade
- award given in recognition of a 34% higher rate of best practice compliance in development than other ISVs, meaning…
More Customer Contact & Engagement
Water companies’ apps way off expectations of Gen Z digital natives
Echo's latest research highlights that whilst 36% of Generation Z consumers prefer to use an app to manage their essential…
Water companies must build a stronger, more memorable and relevant brand to appeal to their latest generation of customers
New research reveals that Generation Z has low brand awareness when it comes to who supplies the water in their…
Introducing Echo's 2020 CCMA UK National Contact Centre Award Finalists
Two Echo Managed Services employees have been named as finalists in the 2020 CCMA UK National Contact Centre Awards...
West Midlands community hub scoops Customer Satisfaction Innovation award
Echo & South Staffs Water win customer satisfaction award from the Institute of Customer Service.