Yorkshire Water is introducing digital calling cards across its Customer Field Services (CFS) teams following a highly successful pilot. Powered by theVyntelligence (Vyn) Video Intelligence Platform, the new tool allows wastewater field teams to show customers exactly what work has been carried out at their property following reports of drainage or sewer issues.
Using an app on their phones, field technicians can capture and text a short video to the customer explaining their actions—such as clearing blocked drains, inspecting foul pipes, or investigating manhole malfunctions. The platform uses AI to transcribe the video commentary and generate a jargon-free summary, making it easy for customers to understand what was completed and what happens next.
Following overwhelmingly positive feedback from both staff and customers during the trial, Yorkshire Water is now rolling out the technology to all CFS teams across the entire region.
Clearer Communication, Fewer Complaints
The initiative addresses two major operational challenges:
- Absent Customers: If a customer is not at home, the digital card offers a clear, visual account of the investigations and actions taken. If the issue falls outside Yorkshire Water’s jurisdiction, the technician can explain on camera what the customer needs to do next, such as contacting a private plumber or their landlord.
- Reduced Repeat Calls: Repeat visits and complaints regarding the same job have fallen significantly. Customers now possess their own personal video evidence of what occurred during the technician’s visit.
Liam Mite, Operational Delivery Manager at Yorkshire Water, said:
When customers are at home, it’s easy to explain the issue face-to-face and outline the next steps. It becomes more problematic when they aren’t in. If handwritten calling cards aren’t clear, customers often call us back because they don’t know if the issue has been fixed.
The response to these digital cards has been incredibly positive. Our technicians can show the full investigation in real-time, share footage from inside the wastewater network, and explain the fix. If it can’t be resolved on the day, they can clearly explain the next steps on camera.
Improving Ongoing Customer Cases
The technology is also being used to streamline ongoing customer cases, allowing residents to report recurring issues remotely.
Josh Clayton, Complaints and Compliance Manager at Yorkshire Water, explained:
Customers with ongoing cases can now submit video updates to report recurring incidents. This visual data ensures we dispatch the right team with the correct equipment straight away. It also helps us identify early on whether an issue is private or requires our intervention.
People are already used to receiving photos of parcel deliveries or videos of vehicle MOTs. We wanted to modernise our customer experience to keep people informed, advised, and updated.
Mapping Network Hotspots
Beyond customer service, the video data provides call managers and operational teams with deep insights into the health of the local wastewater network. The footage is proving to be a valuable asset for identifying localized problem areas, which will help shape the company’s capital improvement projects for the upcoming 2030–2035 investment period.
Jennifer Meredith of Vyntelligence added:
We’re delighted that Yorkshire Water is expanding the use of digital calling cards across its network. This technology is a powerful tool for utility companies to build customer trust and resolve problems simply, quickly, and efficiently.