Utility Week

UTILITY WEEK | 15TH - 21ST NOVEMBER 2019 | 17 Operations & Assets on o site manufacturing of the Flow Submerged Aeration Filter (FSAF) tank. This reduced waste onsite, with zero waste to land ll, and enabled the tank to be constructed above ground – reducing spoil and the need for concrete lling. Installation was completed by two cranes in just three days. Reuse of materials meant the redundant 1930s trickling lter was given a new lease of life with new mechanical arms to make use of the existing ltra- tion process. The existing Bio- logical Aerated Flooded Filter (BAFF) feed pump station was also reused, reducing energy use by 53 per cent. If you have an asset or project you would like to see featured in this slot, email paulnewton@fav-house.com. W e are in the fourth industrial revolu- tion, the IConomy. Everything is digital, on-demand and putting con- sumers in control. Today's con- sumers are accustomed to the customer experiences deliv- ered by the likes of Deliveroo, Amazon Prime and Uber. They want real-time transparency, two-way communication and for services to revolve around their needs. Welcome to Customer Experience 4.0. Customer Experience 4.0 Customer Experience 4.0 is the logical evolution of how we have connected with our cus- tomers historically. Translating this evolution into the eld services sector: • CX 1.0 was an arrival knock-on-the door from the engineer – no communication at all. • CX 2.0 was a direct mail noti cation of the engineer appointment. • CX 3.0 was disconnected SMS and email improved customer communication. Many eld service companies are still struggling to embrace CX version 3.0 even today; such is the current poor state of last mile communications within eld service. These methods of communication are already outdated as we move rmly into the fourth iteration of customer expectations of last mile customer commu- nications – real-time mobile experiences. Our research has found that customers' top demands are: • 89 per cent of customers want an "Uberized" experience; • 32 per cent of customers want to be able to nd live locations on a map; • 54 per cent of customers want job status noti cations; • 41 per cent of customers want to rate customer service following the appointment. Localz has helped "Uberize" enterprises in the utilities industry, including British Gas, Welsh Water, Ovo, Rentokil and Autoglass. HSS and Localz Hire companies felt the pressure to meet their on-demand delivery promises. The business of hire is more complex than traditional retail with damaged returns, no access at sites and extended or missing goods impacting the bottom line. Using the Localz dash- board, HSS's 2,000+ employ- ees, those in the o£ ce or mobile in the eld, can all gain access to an operational dash- board with real-time visibility of jobs. Real-time map tracking and push noti cations keep customers updated on the ETA of their technician. Customers and technicians can also directly communicate with one another, reducing the number of calls made to contact centres. The mobile worker app allows technicians to upload images or video when completing a job as proof of completion. The app can also be used for vehicle inspection and accident reports. To see video of Localz Uberizing Field Services visit: www.youtube.com/watch? v=H_E1QMtfsxA For more information visit: https://www.localz.com EXPERT VIEW LOUISE ROBERTSON, GLOBAL MARKETING DIRECTOR, LOCALZ Uberizing the utilities sector in the fourth industrial revolution

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