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
Gold – Innovation in Complaint Handling - UK complaint handling awards 2019
When our customer numbers doubled in April 2017, our Complaints Team were faced with the challenge of maintaining excellent standards in complaints management without increasing customer resolution time. To achieve this the team undertook a complaints journey transformation making us market leading performers and improved customer experience by 35%.
We achieved this by telling our customer’s story to the whole business, encouraging everyone to walk in the customer’s shoes. We brought real complaints to life using our “ball of wool” exercise, walking colleagues through every step to show what led to the experience delivered being a poor one. This is encouraged a more shared sense of responsibility for complaints.
We’ve also taken examples of complaints to wholesalers and market regulators, championing the customer by challenging policies and practices that lead to customer dissatisfaction. And we are identifying root cause and using this insight to change how we work to improve customer experience and reduce complaints.
Other wins include:
Silver - Most Improved Complaints Handling
Bronze - Small Complaints Handling Team of the Year
Customer Centric Culture Silver Winner (UK Business Awards) - 2018
Throughout our organisation we’ve implemented new ideas and market leading technology to embed a customer centric culture. This award highlights just a few of the successful customer centric projects delivered in the past year. We’ve launched the My Business Stream app, digital service capability and developed our operating model to enable our people to take full ownership of our customer experience.
Business Change or Transformation Gold Winner (UK Business Awards) - 2018
The English market opening in 2017 created significant opportunities for us to support large multi-site customers. We wanted to improve their joining experience to ensure we were creating strong, long term relationships. Working in partnership with Capgemini we transformed our on-boarding process and delivered an innovative, market first AI solution using Robot Process Automation (RPA) which has helped us exceed customer expectations.
Utilities Category (UK Business Awards) - 2018
Over the past 18 months, we have delivered a clear customer first strategy. We’ve delivered innovative, customer centric solutions that have enabled us to improve the experience we deliver to our customers. This included robotic technology and a customer app. In recognition of this, we were awarded winner of the Utilities Category at the UK Business Awards 2018.
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.