Company: Dŵr Cymru Welsh Water Company background: We’re a not-for-profit water company which provides 3 million customers in Wales and parts of England every day with drinking and waste water services. Contact: Stuart Roach Title: Digital and Web Specialist Related URLs: https://www.dwrcymru.com/ https://twitter.com/DwrCymru https://www.facebook.com/DwrCymruWelshWater/ Kudos Category: Keep Calm and Carry On 1. How did your team shift your existing strategy to better engage customers during a crisis? We had a significant issue in Monmouth in February 2020, where one of our treatment works flooded as a result of Storm Dennis. Combined with other forms of content, and colleagues on the ground, we were able to keep customers informed and up to date with a single, consistent message. 2. What operational processes did you create or change to respond in a time of crisis? This was the 1st Gold incident we had seen using Khoros, so we were able to identify incoming contact from that area & segment it to allow us to keep good communication with those customers & respond to our other customers in a timely manner and see the impact our published posts were having. 3. What success metrics did you use to determine if your shifts in strategy and process had the desired outcomes? What were those quantifiable outcomes? We were keeping a close eye on the reach of our published posts and visually tracked the volume & sentiment of inbound contact. This led to over 2200 inbound messages on Facebook & Twitter, compared to around 600 normally and 117,000 interactions on published posts, compared to around 8000 normally. ... View more