Following a successful three-month trial, South East Water has extended its partnership with Snap Send Solve to help customers make every drop count across the water and sewer network.
Over the past few months, this partnership has already delivered significant results. South East Water achieved an average customer satisfaction rating of 4.06 out of 5, while nearly 92 per cent of reported issues were marked as resolved.
Customers can use the app to report a leak or fault from a digital meter or pipe and add photos to confirm the location accurately using the inbuilt GPS. This enables South East Water crews to better diagnose issues with its assets.
So far this year, South East Water has received 5,437 reports via the app, and 4,045 individual customers have used the app to interact with our organisation.
The most popular categories for reports by customers are water leaks, meter leaks and fire hydrant damage.
South East Water’s Interim General Manager of Service Delivery, Andrew Forster-Knight, said the app was a valuable tool for helping the utility deliver safe and reliable water and wastewater services.
“As part of the community, we know how important it is to get the basics right in addressing critical network and treatment asset issues as quickly as possible,” he said. “This self-service app helps us prioritise and fix the leak, saving water and improving our customers’ experience. The app can also help customers report issues with stormwater drains and gutters and direct them to the relevant local council. This leads to greater efficiencies in our response to completion of jobs and saves us money in the process.”
Danny Gorog, CEO of Snap Send Solve, emphasised the importance of proactive community engagement when addressing water-related challenges.
“We’re proud that Snap Send Solve is playing a key role in South East Water’s efforts to save water and maintain its assets through innovative, community-driven solutions,” said Danny Gorog, CEO of Snap Send Solve.
South East Water customers can also access Snap Send Solve and other online forms to report leaks or faults; visit www.southeastwater.com.au.
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