We enhance water companies performance

Water companies face fines of up to 10% of their turnover from OFWAT if they provide ‘sub-standard customer service’. Measure the great work your team does with miPerform’s personalised dashboards and empower your staff to continually improve.
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How we help water companies thrive

When disaster strikes, water companies are up against the clock to find solutions and turn the taps back on. Only teams that take a joined-up approach, connecting call centres, front-line staff and back office support, can offer a market-leading solution.

miPerform’s dashboards ensure data flows seamlessly between teams, while giving each staff member a crystal-clear view of their own performance.

Our work with our clients Northumbrian Water was recognised with The Forum’s 2024 Partnership Award.
Streamline your data flows
Business leaders can share team goals on an individual level with team members, giving them an understanding of how their own performance measures against their peers and showcasing where they need to improve to achieve their next career goal.
Discover your high achievers
Contact centres in water firms can be a stressful place, with customers often distressed and relying on your staff to think quickly and creatively. Staff retention is a constant challenge for water firms, but miPerform may hold the solution.
Organise your actions
Water companies always need to be thinking one step ahead. Whether it’s responding to a new case, scheduling a repair or simply calling someone back to update them about their service, it’s easy for customer facing staff to feel overwhelmed.
Focusing on coaching
Learning new skills and receiving training and feedback is seen as increasingly important among call
centre staff, especially among the younger generations coming into the workforce.
Adhering to standards
Every customer deserves to receive the highest standards of service, fully compliant with regulatory
demands and delivered in a professional, engaging and friendly way. For water companies, this is even
more important than in other industries due to the essential nature of the service and the tight regulatory
environment they operate in.
Quicker responses
Your call centre staff must find solutions for customers and move them along quickly to ensure they avoid delays and free themselves up for others who need their help. miPerform has a proven track record of reducing average handling time in water firms while boosting customer experience scores, reducing costs and increasing efficiency.

miPerform has improved our performance and our average handle time has come down significantly…. It has resulted in a big saving, which has meant that we’ve been able to divert some of our resources into our digital channels. These channels feed into miPerform as well, so I can see how they’re performing against all of their metrics. It’s a brilliant tool to have.

Nichola Shields
Northumbrian Water contact centre and complaints manager
Read about our work with Northumbrian Water

You have questions
we have answers

Find questions and answers related to the purchase, updates, and support.
How do I get started?

Configuring miPerform is incredibly simple – you can be up and running within a day. We
recognise that every customer is different and miPerform will support you in the ideal
configuration of the platform to support your unique situation. After an initial consultation to
find out what your current challenges are, what services you currently use for storing data
and how different teams currently communicate with each other, we will then support you to
configure the platform to meet your needs. 
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miPerform is an ongoing service, so we will arrange regular reviews to make sure our
solution is working for you. Our support teams are always on hand for any pressing inquiries.

What does miPerform do?

miPerform is a tool that combines different data sources across your company and breaks
them down in a way that is relevant to individual team members. This helps empower every
staff member with the knowledge they need to play their part in driving wider business
success. 
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It also gamifies the work experience and encourages friendly competition and continuous
improvement. 
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Managers can identify high performers, and easily see where different team members are
struggling, helping them arrange coaching and training to help them improve. 
It offers performance dashboards that provide a clear view of what team members are doing
well, as well as a platform for arranging different actions, events and coaching. Head to our
features pages to find out more.

Who is miPerform for?

miPerform is for any team that has clear, measurable goals, a need for tight processes, and
communicates with a high number of external and internal stakeholders. 
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We excel best in back office teams, call centre operations and service visits and we work
best when we can operate across a company to join different teams up. 
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We specialise in encouraging entire businesses to focus on doing their part to achieve
company-wide goals and we want to work with ambitious, high-performing managers who
come to work to make everything they do slightly better every day. 
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We have customers in sectors such as Telco, Insurance, Legal and Energy but we see the
common challenge we solve – joining up teams and complex data flows – as relevant for any
business.

How much does miPerform cost?

miPerform has solutions for every sized team and can be scaled up or down depending on
how much data must be shared and how many teams and users need access to it.

Our pricing model is a per-user license model, with options depending on which miPerform modules you would like to use. Our clients typically deliver a Return on Investment of more
than 10 to 1.

How long does it take to get started with miPerform?

Again, this depends on how many data sources miPerform can tap into and tie together, with
the right people together we can be up and running within a day. We’d typically expect most
clients to be set up and ready to go within a month, but for bigger operations it may take
slightly longer.

What’s the maximum number of users that can join miPerform?

There’s no limit to the number of team members that can start their journey of continuous
improvement with miPerform. In fact, we believe the bigger the team the better as miPerform data gets richer from the more users it has and provides even better insights.

Can’t find what you're looking for? Get in touch with the miPerform team at hello@miperform.com to find out more