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Press Release -- January 4th, 2017
Source: Interoute

Interoute crowned Anglian Water’s champion supplier for customer service improvement initiatives

Company awarded for driving improvements in Anglian Water’s customer relations via its innovative communications software solution 

London, January 4th, 2017Interoute, owner-operator of one of Europe’s largest, most advanced networks and global cloud services platforms, has been awarded for its contribution to Anglian Water’s Service Incentive Mechanism (SIM) programme in this year’s Anglian Water Supplier Awards. The SIM, set by industry regulator Ofwat, measures the quality of service provided by companies to their household customers, awarding a score out of 100. Interoute accepted the award for its Web Callback and CLI Lookup solutions at a ceremony in Newmarket on the 1st December.

The company’s innovative approach helped Anglian Water to provide a smooth customer communication service, with transparent call-back requests and improved customer identification for Anglian Water staff.

The Web Callback solution enables customers to request a call-back from Anglian Water’s website to discuss an issue, and receive an indication of when the call will be made. The alert service allows staff to serve urgent requests faster, and improves transparency for customers. In tandem with this, the CLI Lookup solution has transformed employees’ ability to recognise callers by matching incoming telephone numbers to their active account number. Staff can implement intelligent queueing, addressing the most urgent requests first – for example, in areas where there is a known operational issue, such as a water outage. Immediate positive feedback was received from customers, with 100% of customers surveyed by Anglian Water about the new Web Call-back service scoring it the highest mark of 5 for “Very Satisfied”.

Andrew Bacon, Customer Service Manager at Anglian Water, said: “Delivering excellent customer service is at the heart of what we do and Interoute really delivered for us. Along with their partner QueueLogic they took a truly collaborative approach; understood what we wanted and why, and gave us solutions in a very challenging timescale that our customers really appreciate. A well-deserved award.”

Philip Grannum, EVP for UK sales at Interoute, said: “Interoute worked with Anglian Water to come up with solutions that would achieve a direct and visible impact on the quality of service delivered to households across the East of England. Our delivery of these two new initiatives was done collaboratively and to an aggressive timescale, paying close attention to Anglian Water’s transformation needs. We are delighted to have been recognised in this way and look forward to future projects with Anglian Water”.

Forward-Looking Statements

This communication contains certain forward-looking statements. A forward-looking statement is any statement that does not relate to historical facts and events, and can be identified by the use of such words and phrases as “according to estimates”, “aims”, “anticipates”, “assumes”, “believes”, “could”, “estimates”, “expects”, “forecasts”, “intends”, “is of the opinion”, “may”, “plans”, “potential”, “predicts”, “projects”, “should”, “to the knowledge of”, “will”, “would” or, in each case their negatives or other similar expressions, which are intended to identify a statement as forward-looking. This applies, in particular, to statements containing information on future financial results, plans, or expectations regarding business and management, future growth or profitability and general economic and regulatory conditions and other matters affecting Interoute.

Forward-looking statements reflect the current views of Interoute’s management (“Management”) on future events, which are based on the assumptions of the Management and involve known and unknown risks, uncertainties and other factors that may cause Interoute’s actual results, performance or achievements to be materially different from any future results, performance or achievements expressed or implied by these forward-looking statements. The occurrence or non-occurrence of an assumption could cause Interoute’s actual financial condition and results of operations to differ materially from, or fail to meet expectations expressed or implied by, such forward-looking statements.

Interoute’s business is subject to a number of risks and uncertainties that could also cause a forward-looking statement, estimate or prediction to differ materially from those expressed or implied by the forward-looking statements contained in this communication. The information, opinions and forward-looking statements contained in this communication speak only as at its date and are subject to change without notice. Interoute does not undertake any obligation to review, update, confirm or to release publicly any revisions to any forward-looking statements to reflect events that occur or circumstances that arise in relation to the content of this communication.

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