The cost of customer service issues in the UK, an £85 billion per year challenge
That’s right - £85 billion per year, with customer service representatives wasting on average 2.8 days of time in resolving issues.
Specifically within utilities encompassing services like water, gas and energy, inefficient processes frustrate customers and overburden teams. In fact, utilities have the lowest customer experience score as an industry across the UK.
Recent ratings from Citizens Advice show that energy utilities are performing worst, with results all below 3.8 out of five for customer service, with the overall service quality in the sector dropping by 10.5% since early 2021. In fact, energy customers face average wait times of 35 minutes and as much as 1 hour 25 minutes in extreme cases.
Additionally, the water utilities sector saw a significant drop in customer satisfaction, with the recent UKCSI report revealing a 1.6-point decline, bringing the score to its lowest level in years. This decline highlights ongoing issues such as high complaint volumes, long wait times, and a lack of seamless customer experiences, from service switching to issue resolution.
These challenges underscore the urgent need for better service management across the utilities sector, especially as customers increasingly expect faster, more transparent service delivery.
The solution?
The utilities sector is complicated, with multiple services, offerings, and approaches to solve customer challenges. Ultimately, a lack of customer understanding regarding the true requirements to resolve issues often results in repeated calls, multiple touchpoints, and escalations across various departments, as teams work to triage and identify the root cause of the problem.
Additionally, with high attrition rates in the customer services sector—averaging 26%, nearly double the national average—knowledge gaps persist, further delaying effective resolutions and preventing customers from receiving the most efficient solution
FYLD ShowMe tackles these challenges head-on by offering a video-based solution that allows customers to film what they need, providing an additional high quality source of information to enable customer service advisors to understand the issue. This leads to quicker issue resolution and allows employees to focus on higher-value tasks, driving both productivity and strategic outcomes.

How FYLD ShowMe transforms utility operations
1. Enhanced efficiency and reduced costs
FYLD ShowMe reduces the volume of calls to support centres by ensuring data provided to agents is complete on the first contact.
By capturing high-quality video reports from customers through video surveys and video inspections, FYLD ShowMe enhances the accuracy and clarity of information provided to agents. This visual data allows agents to better understand the issue, enabling quicker resolutions and reducing the back-and-forth often caused by incomplete or unclear descriptions in traditional call handling processes.
2. Proactive data collection and decision-making
The video inspections submitted through FYLD ShowMe are more than just visual documentation. These videos support downstream decision-making by helping schedulers and teams better understand the scope of the task at hand. With clear visual information, schedulers can accurately determine what resources, tools, and team members are needed, ensuring the right people are deployed at the right time.
This reduces the need for technicians to make preliminary site visits, streamlining the workflow and minimising resource waste. FYLD ShowMe provides end-to-end visibility, from the initial enquiry to job completion, ensuring no time or resources are wasted on extra investigations or rework due to incomplete information.
3. Building stronger customer relationships
One of the biggest frustrations for customers is the lack of transparency and long wait times when reporting utility issues. FYLD ShowMe directly addresses this by creating a seamless, customer-friendly experience that empowers customers to play an active role in the process.
By streamlining service requests and reducing complaints, FYLD ShowMe frees up valuable time for both employees and customers, leading to improved overall productivity and satisfaction.
4. A smarter approach to knowledge management
Every customer-submitted video becomes a valuable asset for utility providers. Not only does it provide immediate insight into the issue, but it also feeds into a searchable, dynamic knowledge base that can be used to upskill technicians and improve future service delivery. Over time, this builds a comprehensive library of real-world utility challenges, enabling providers to continuously enhance their operations.
The broader impact: supporting compliance
Utility providers face increasing pressure to streamline compliance. By combining ShowMe with the FYLD’s AI-powered work execution platform, providers can unlock double the benefit across the entire work lifecycle—from reporting to completion.
This integrated solution not only streamlines compliance by reducing paperwork and improving transparency. With real-time data and full visibility, ShowMe with FYLD’s platform enables proactive decision-making, ensuring that resources are optimised
Revolutionise your utility and energy services today
FYLD ShowMe transforms how companies manage reporting and service requests, cutting wait times, improving efficiency, and enhancing customer service and satisfaction.
Whether you operate in utilities, energy, or both, contact FYLD today to discover how we can help streamline your operations and elevate customer engagement.
