Photos

Description

The Veolia Eau Customer Service Centre (CSC) for the eastern region was set up in 1998 and is a customer relations centre for the water and drainage industry serving the entire eastern region of France. It consists of a technical platform handling 250,000 calls per year from the 445,000 customers of the region’s water services managed by Veolia, answering questions concerning customer accounts, the website, consumption history, billing, changes of address and leakage notification. The Metz CSC also has a special customer complaints team. It comprises 30 customer advisers, who handle an average of 1,000 calls a day (peaking at 1,700) as well as 10,000 emails and 105,000 letters a year. The advisers working at the site are specialists who can send out action teams to deal with problems if required. This key link in the public drinking water service is rarely given the recognition it deserves. The VEOLIA EAU Eastern Region Customer Service Centre has won the Customer Relations Trophy for the Eastern Region for three years in a row. Most of the IT tools used by the CSC belong to Veolia.

Main stakeholder

VEOLIA

103 rue aux Arènes 57003, Metz cedex 1

Players involved and their roles

VILLE DE METZ

VILLE DE METZ, SOCIETE MOSELLANE DES EAUX, M2OCITY (CO-ENTREPRISE ORANGE/VEOLIA)