A spokesman tells us the move will improve customer service by putting people in touch with the most appropriate team or information source at the first point of contact. This will speed up the time it takes for boaters to get information and provide a more efficient service.
Not immediately clear
Carron Smith, Head of Customer Experience at the Trust, explains:
"At the moment, our service team receive thousands of emails each month. In some cases it's not immediately clear what information customers need and the team may go back and forth several times before they're able to give the customer precisely what they're after. On many occasions the information the customer is looking for is already available on our website.
"The new form should help us to reduce our response times on email correspondence by getting each enquiry sent straight to the most relevant and knowledgeable people at the Trust or directing the customer straight to the answer online if the information is already available on our website. We hope boaters will appreciate the time saved and the straightforward service achieved by going straight to the source.
"Over the next few months we'll be monitoring the use of the form together with customer feedback to ensure the service improvements are achieved."
Replace current method
The form will replace the current
No doub boaters will let us know how they fare with the new system... It can be found at:
https://canalrivertrust.org.uk/contact-us/ways-to-contact-us