Improving customer experiences

TASWATER is playing its part to make it easier for customers to interact with the company by giving them a range of options to do so.

Tasmanians, like many others across the globe, are increasingly using the internet and social media and many utilities are recognising that.

Customer experience department manager Raja Iyer said TasWater was one of those utilities.

“We are growing our digital capability and service offerings in recognition of the growing customer preference for digital channels and customer need for proactive access to information,” Mr Iyer said.

“Over the last four years, we have seen a steady decline in demand from customers for face-to-face services, and an increase in demand for the convenience of digital channels like email and FacebookMessenger,” he said.

“This has shifted our focus to concentrate our resources on delivering services in the ways our customers increasingly prefer and expect.”

One example is the eNotices campaign, which was launched last year, featuring the rollout of electronic billing as opposed to the traditional postal method.

“The benefits of receiving digital notices includes having everything stored in the one place, portable accessibility (via any device) and security, with all data password protected,” Mr Iyer said.

“It is also a more environmentally friendly option for our customers,” he said.

“We acknowledge that some people prefer receiving their bills in the post, so we still have that option available to them.”

A key implementation in the digital space is the development of a new TasWater website, which will result in a number of new features for customers to easily engage with a TasWater representative.

“The new website will have an online instant chat feature, direct bill paying and the availability of a number of online forms including ones for development services,” Mr Iyer said.

“These developments will help make it easier for customers to update their details, lodge forms and pay bills.”

On the phone, TasWater is available 24 hours a day, seven days a week for our customers.

“We have a dedicated team in the call centres who are on hand to assist customers with any queries or concerns they might have,” Mr Iyer said.

A number of steps have been taken to improve customer experiences, and TasWater is continuing to work and streamline these processes.

“We are constantly receiving feedback and inputs from customers on what matters to them and making relevant improvements and changes where possible,” Mr Iyer said.

“We encourage our customers to make contact with us through any of our channels and let us know how we can help improve their experience.”

As always, there are a range of support options available for TasWater’s vulnerable customers.

“Whether its support for the short term, or long-term assistance, we are here to help,” Mr Iyer said.

“We encourage anyone who is struggling to pay their bills to get in touch with us.”