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Blog

November 12th 2019

Billing software: time to say goodbye to monolithic monsters?

Monica Mackintosh, Managing Director at Echo discusses the possibility of a new era when it comes to billing software...


Blog

October 2nd 2019

How can the water sector climb up the customer satisfaction rankings?

Echo's MD, Monica Mackintosh, shares her thoughts on the July 2019 UK Customer Satisfaction Index and what the water sector, in particular, can do to improve its position.


Blog

May 31st 2019

Winning at emotion, ethos and ethics: how can the water sector strive for more?

Monica Mackintosh, MD at UK utility sector outsourcer Echo Managed Services, discusses the UK Customer Satisfaction Index and how the water sector compares against other UK business sectors.


Blog

November 26th 2018

Customer complaints: a valuable window into your service

Our latest blog about customer complaints, pinpointing the root cause & learning from criticism


Blog

April 30th 2018

PR19: addressing water customer vulnerability

In our latest 'dive in' blog Echo's Managing Director, Monica Mackintosh, explores how the water sector is supporting customer vulnerabilities...


Blog

October 26th 2017

PR19 - will replacing SIM improve customer service in water?

With Ofwat determined that water companies raise their customer service game, it is proposed that SIM be replaced by WaterworCX at PR19. Here, our Customer Services Director Monica Mackintosh assesses the challenges ahead...

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