The Challenge.
New technology is typically expensive to deploy and ultimately the success of the investment is decided by user acceptance, Peter Duffy’s main requirement when they were looking to implement new technology was that it had to be easy to use for their field staff. Currently, field workers submit written confirmation that repairs and inspections carried out have been completed. As a result, Peter Duffy can provide their clients, such as Yorkshire Water, with a rolling record of all work carried out and can effectively track customer service, albeit with a costly delay of up to two days. The time delay had a significant impact on customer satisfaction levels as responses to problems were not quick enough.

The Solution.
The digital pen allows Peter Duffy to keep Yorkshire Water and their other customers up to date in real-time. As a customer feedback form is completed, the information is simultaneously transmitted in digital format, processed immediately and computer records automatically updated. With information transmitted almost instantly from the field to the call centre, Peter Duffy can provide an industry-leading quality of service to Yorkshire Water and other clients.

The Results.
Peter Duffy are able to provide an industry-leading quality of service to Yorkshire Water, in particular, customers can expect quicker responses to their enquiries ultimately enhancing their customer experience.