Awards

As well as saving our customers over £213 million since 2008, we’ve also won a few awards for our work in the water industry

Best Customer Service Team Gold Winner (European Contact Centre & Customer Service Awards) - 2018

After demonstrating a long-term focus on providing exceptional support to customers with complex issues, our customer experience team was awarded Best Customer Service Team at the European Contact Centre and Customer Service Awards. The team has developed actionable CX measurement using root cause analytics across all customer touch points to transform the customer experience and improve service levels.

Best Implementation of AI in Customer Service Silver Winner (European Contact Centre & Customer Service Awards) - 2018

Investing in robotic technology has seen Business Stream awarded this international prize. We accelerated customer onboarding by implementing Robotic Process Automation within our processes to streamline the onboarding experience for large, multi-site customers. This project was delivered in partnership with Cap Gemini, a global leader in consulting, technology and digital transformation.

Best Digital Transformation Strategy Winner (International Customer Experience Awards) - 2018

In partnership with Cap Gemini, we received this top prize at the International Customer Experience Awards. Judges recognised the innovative approach to customer service, in particular onboarding, that we’ve taken in the past year. This has been crucial in enhancing our onboarding process for large, multi-site customers. The award also recognised our commitment to aligning our customer service tools with the latest automated technology.

Employee Choice (Living Wage Scotland Awards) – 2018

Business Stream won the coveted Employee Choice Award at the Living Wage Scotland Awards. We were nominated by a contact advisor based at our Edinburgh Headquarters. As a proud living wage employer, this award recognises our commitment to providing employees with the best possible support and opportunities to ensure they can develop their careers at Business Stream.

Best Utilities Gold Winner (UK Customer Experience Awards) - 2018

Business Stream was awarded Gold in the Best Utilities category for the delivery for a Customer Experience Transformation Programme including the launch of the My Business Stream App, implementation of a digital ‘virtual assistant’ and a market first AI on-boarding solution fully driven by Robot Automated Processing.

Best Customer Centric Culture Silver Winner (UK Customer Experience Awards) - 2018

Consistently placing our customers at the heart of what we do has seen Business Stream awarded Silver in Best Customer Centric Culture. We have developed actionable CX measurement with root cause analytics across all journeys, launched a customer quality framework and transformed our digital customer experience to improve our customer experience scores and service levels.

Best Business Change & Transformation (UK Customer Experience Awards) - 2017

Business Stream has won this award in recognition of its ability to truly understand its customers’ needs and deliver a business change and transformation project that has helped satisfy these needs and deliver significant improvements to customer service levels.

Best Customer-Centric Culture (UK Customer Experience Awards) - 2017

This award recognises Business Stream’s success in creating a customer centric culture. The introduction of multiple contact channels including the Business Stream app are just two examples of the types of initiatives that have been introduced to enhance the level of service it provides its customers.

Best Use of Insight & Feedback (UK Customer Experience Awards) - 2017

Implementing innovative customer insight and feedback tools has helped Business Stream to truly understand its customers’ needs and sentiments in real time. This award recognises Business Stream’s commitment to investing in this area and the results it has delivered.

Silver Medal for Best Utilities (UK Customer Experience Awards) - 2017

Business Stream was awarded a silver medal for Best Utilities for demonstrating outstanding levels of customer experience within the industry. This award was won in partnership with Pathfinder and CapGemini.

Energy and Utilities Website of the Year (Internet Business Awards) – 2013

The innovation and results achieved from Business Stream’s new mobile responsive website was awarded with the title of ‘Energy and Utilities website of the year’. This award especially recognises the progress delivered in the business to business world.

Omni-Channel Experience (Digital Experience Awards) - 2017

This award recognises Business Stream’s ability to provide customers with multiple contact channels so that they can interact with Business Stream at a time and place that best suits their needs. This award was entered in partnership with CapGemini.

Business Change & Transformation (Digital Experience Awards) - 2017

Innovation is a key driver in helping Business Stream to consistently meet and exceed customer expectations and to stay one step ahead of its competitors. This award recognises Business Stream’s commitment to implementing change across the business to enhance the level of service delivered to customers.

ISO Registration – 2014

Our water and waste water solutions team were certified as registered to ISO standards. This means our customers can benefit from improved quality and an enriched service from our team of water experts.

Direct Marketing Association Membership (DMA certificate) – 2014

Business Stream became a certified member of the DMA, having demonstrated compliance with their code of practice.

Green Business of the Year (CBI Growing Business Awards) – 2012

Business Stream was presented with this award for helping to make customers over £19 million in water efficiency savings. These savings came from efficiency health checks, aerated taps and other water saving devices which helped customers meet their carbon efficiency goals.

Business Services (First Women Awards) – 2012

These awards specifically recognise the success of extraordinary women across British businesses. Johanna Dow, Business Stream’s CEO, played a key role throughout the opening of the Scottish Water market in 2008 and has continued to lead and grow the business since market opening.

Excellence in People Development (Regional Chamber Awards) – 2011

This award was given to Business Stream for demonstrating excellence in its approach to workforce development. Almost 900 training days were delivered in 2011 to its employees, equating to 4.5 training days per employee. Business Stream believes giving its staff the right skills to succeed is vital to delivering an excellent service to all customers.

People and Performance (CBI Growing Business Awards) – 2009

After successfully devising and implementing modern people and process management practices to transform performance, Business Stream won this award. Employees are continually offered a breadth of training and development programmes as well as excellent pay and bonus structure.