NWC launches IVR system to improve customer service at unified call center

The National Water Company has launched a new IVR service for its unified call center (8004411110) that provides improved services to customers through the development of new menus and automated options.

This step is part of the company's efforts to develop services offered to different customer segments through its customer care centers and to implement development initiatives aimed at providing the best service.

Engineer Fahad Al-Juraish, Executive Director of Information Technology, said the menus and new IVR options will meet the needs of customers who require water and wastewater treatment services. These services enable customers to make inquiries and complaints in two languages, and navigate a list of services and options that meet their needs. 

The new IVR system also aims to meet the Company’s principles in terms of providing high quality services and improve customer confidence in its automated services through the use of the latest technology.

Eng. Nayef Al-Asimi, NWC’s Executive Director for Customer Service, said the launch of the new IVR system will enable customers to navigate and choose services related to water and wastewater treatment.

The services include accessing the water pumping schedules of neighborhoods, filing complaints and automatically tracking the status of filed complaints, requesting a water tanker, self-service, reporting damages and leaks, and billing information.

The system also enables customers to dispute bills, view the data of their bills as well as previous billing information, obtain electronic invoices (if the property owner is the holder), receive automatic information on services such as a new connection and activating/deactivating meters, and required conditions and documents for certain services.

Al-Asimi added the launch of the IVR system was a step taken by the company for the development and modernization of all IVR systems in the call centers as well as customer care procedures.

The first stage was the launch of the e-branch, a move that achieved great success and improved customer satisfaction due to its role in providing integrated water and wastewater treatment services to customers around the clock. The second stage involved the launch of new menus for the automated response system of the unified call center.

Al-Asimi also said NWC is constantly striving to improve customer service levels. 

The IVR system will increase the ease and flexibility of customers’ direct communication with the Company so they can find out more about its activities as well as receiving services that meet their expectations and needs, he said.