We worked with major water and wastewater company, Southern Water, to introduce social media for customer services, including Twitter, Facebook and YouTube.
Social media provides an exciting new opportunity for service delivery organisations to transform their service and customer interactions, with real-time communication with customers, to provide a more targeted and personal experience.
We worked closely with the organisation for over a year, from initial discovery and ideas workshops and sessions, through to devising and implementing a social media strategy, providing training and mentoring to the teams, to ensure everyone had the knowledge and support needed to engage online.
We also worked with the teams to create emergency procedures and to use systems to manage team activity, risk, as well as analysis and reporting.
“Jane was excellent during our implementation” – John Rivett, Southern Water.