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News : NI Water Awards Contract to Echo Managed Services
Echo Managed Services has been awarded a contract to deliver contact management, billing and collection management services to NI Water for the next seven years, with an option to extend for up to ten years. Together, Echo and NI Water will focus on delivering the customer service commitments outlined in NI Water’s recently launched ‘Our Strategy for NI Water’ and will be utilising Echo’s water industry knowledge and expertise to continually improve customer satisfaction levels.
Under the contract Echo will provide NI Water customers with improved access choices by expanding and enhancing the range of contact channels, making it easier for customers to get in touch when they need to discuss their accounts. Echo’s 150-strong, Belfast based, team will use Echo’s RapidXtra billing system, as well as a contact management technology suite, to provide a full range of multi-channel customer services.
Nigel Baker, Echo’s Managing Director said "We are very proud of our partnership with NI Water. Over the past seven years Echo has supported the delivery of a number of customer service enhancements. We look forward to building our partnership further over the next seven years as we deliver further service improvements for the customers of NI Water including an enhanced web self-service facility, improved first contact resolution and a range of new customer experience measures."
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About Echo Managed Services:
Echo Managed Services provides customer process management services for UK and Ireland regulated organisations. Echo provides customer contact management, as well as billing, revenue management and collection services.
Published: Thursday, July 17, 2014