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Customer contact and billing

Call centre

The value of customer relations is immeasurable and forms a key component of any organisations strategy. It is therefore essential that information gathered is channeled to the right parts of the business and staff dealing directly with the customer are provided with the most appropriate information available, preferably in real time. 

Ordnance Survey data

Ordnance Survey data can assist with the provision of high quality customer service if integrated with technology such as customer call centres, customer relationship management databases, work management systems, billing, internet sites and mobile devices. OS MasterMap, with its precision detail on addresses and streets, can locate exactly where a customer is calling from or the area they are calling about.  Combined with your own data or that of third parties, OS MasterMap creates an analytical platform for increasing the quality of service provision and facilitates bringing back office data into front-line service delivery.

Geographic information

Geographic information enables the visualisation of issues otherwise impossible to deduce from fragmented sets of information. By linking an operational asset to an address and knowing who your surrounding customers are, a fast and accurate identification of the scale of the problem can be assessed, allowing the prioritisation of work to minimise customer impact and meet regulatory requirements. By associating your own data you can also identify vulnerable customers so contingency plans can be put in place to priority areas.

Addresses

In addition through a complete understanding of multiple occupancy, and non-postal  addresses we can help ensure you accurately bill all your customers, helping to reduce unbilled debt.

Our Topographic and Addressing data enables you to: 

  • identify an asset in context of an address
  • identify affected properties linked to an asset
  • increase the speed of response to customer enquiries
  • track resources and liaise both with field operators, contractors and the customer in real time
  • proactively alert customers of outages
  • know where your vulnerable customers are
  • customer profile and identify new business opportunities
  • develop on line customer solutions for reporting faults via a specific location
  • identify all customers that are not being billed

 

‘The management, placement and quality of addresses are just as important as the pipework and vital to our strategic vision for the best use of business critical geospatial intelligence…I can generate all the addresses we need to notify in the event of a major problem affecting say 60 000 properties in just 15 mins by selecting the problem area.’
Pete Mahon, United Utilities

‘The data in OS MasterMap is invaluable as one of the first to do with callers is verify from their location that they are actually a Severn Trent Water customer…. They can identify pipe and sewer locations, the service being delivered and the size of the customer site, all whilst they are on the telephone’
Steve Allen, Severn Trent Water.

‘In the event of an incident the emergency operations team can use AL2 to obtain a more comprehensive assessment of the number and type of customers at street level’
Alaric Parsons, GIS Analyst, Anglian Water

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For general enquiries, complaints, feedback or suggestions, email: customerservices@ordnancesurvey.co.uk or call us on 08456 05 05 05