40,000 meters read overnight. A leak detected before the customer notices. A complaint resolved with full context in seconds. This is the customer experience that builds C-MeX scores.
It’s 7 AM. MaxWater’s smart metering module receives overnight consumption data from 40,000 AMI (Advanced Metering Infrastructure) meters across the network. The data is ingested, validated against expected ranges, and any anomalies flagged automatically. Meters with communication failures are queued for re-read. Meters with suspected tampering are escalated. The metering team arrives to a clean dashboard — exceptions only, not 40,000 line items.
One residential meter shows usage 8x the normal pattern — continuous low-level flow with no diurnal cycle. MaxWater’s AI classifies it instantly: likely internal leak, not a burst main. The pattern matches a running toilet or a leaking pipe inside the property. The customer has no idea. Their next quarterly bill would be a shock — £380 instead of the usual £45. But MaxWater has caught it on day one, not day ninety.
Before the customer even notices their usage is unusual, MaxWater triggers a proactive SMS and email: “We’ve detected unusually high water usage at your property. This may indicate a leak. Here’s what to check...” The message includes a link to MaxPortal — Veriland’s self-service customer portal — where they can see their consumption graph, compare to previous months, and book a leak investigation if needed. The customer feels looked after, not ambushed.
The customer clicks through to MaxPortal. They can see their live consumption graph overlaid on the previous 12 months, submit a meter reading, report a leak, book an appointment for a plumber referral, update their payment details, or switch to a different tariff. All without calling anyone. For this customer, the consumption graph makes the leak obvious — a flat line of continuous usage instead of the normal peaks and troughs. They book a plumber and the investigation is logged in MaxWater automatically.
A different customer calls about discoloured water. The contact centre agent sees the customer’s full history in MaxWater before they finish explaining: location on the network, recent mains flushing activity 200 metres away, water quality test results for the area, and two similar complaints from the same street this morning. The agent logs the complaint; MaxWater auto-classifies it as “appearance — discolouration — mains flushing related” and assigns it to the water quality team with a suggested resolution: the flushing programme finishes tomorrow, run the tap for 10 minutes.
Month-end billing runs. MaxWater calculates charges based on actual smart meter readings — no estimated reads, no surprises, no bill shock. Tariff changes, direct debit adjustments, and vulnerable customer concessions are all applied automatically. For the customer with the leak, MaxWater applies the company’s leak allowance policy: the excess consumption is identified, the allowance calculated, and the adjusted bill generated — all without the customer having to apply.
MaxWater tracks every customer interaction: complaint resolution times, first-contact resolution rates, channel preferences, satisfaction survey responses, and the metrics that feed Ofwat’s C-MeX (Customer Measure of Experience) score. The customer experience dashboard shows real-time performance against target. The proactive leak alert? That’s a C-MeX positive. The fast complaint resolution? Another one. Every interaction is an opportunity to build the score — and MaxWater makes sure none of them slip through the cracks.
Proactive communication, self-service access, accurate billing, and fast complaint resolution. Every interaction tracked, every C-MeX opportunity captured.
