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How Saascoms Can Help Water Companies Meet Ofwat Pay Fair Guidelines

Introduction

The Ofwat “Pay Fair” Guidelines place fairness, transparency and empathy at the heart of how water companies engage with customers. Especially those customers facing financial difficulties or vulnerability. For the water sector, this means ensuring every customer receives clear communication, flexible payment options, and tailored support.

Saascoms is a UK-based developer of award-winning communication and customer engagement software. We provide contact centre software and debt management platforms which provide digital self-serve tools for customer account management. Our platforms include Omnireach, Mailmaster, and Resolution. 

water treatment

Credit & Collections Pedigree

For the last two years Saascoms has been Number 1 in the Credit & Technology Awards Power 250, testament to our experience and expertise in the industry. This primarily down to:

1. Proactive, Empathetic Communication

Omnireach centralises all digital communication channels including SMS, email, WhatsApp, social media, and webchat into a single platform. This would enable Water Companies to engage customers in their preferred way, at their chosen time, with messages that are consistent, traceable, and compliant.

Using AI-driven sentiment analysis and natural language processing, Omnireach can:

  • Identify vulnerable customers early, in line with Ofwat’s fairness and inclusivity principles.
  • Detect language indicating financial distress, bereavement, or health issues.
  • Automatically signpost customers to relevant support, such as payment plans or external advice services before escalation.

This ensures every customer is treated with empathy, consistency, and speed, fulfilling Ofwat Pay Fair Guidelines “getting help to those who need it most.”

2. Flexible Self-Service Payment Options

Saascoms’ Resolution is a self-serve debt management platform giving customers full control of their accounts. It may be white-labelled for Water Company customers to:

  • View balances and billing details in real time.
  • Complete income and expenditure assessments.
  • Set up or adjust affordable payment plans using Open Banking.
  • Raise disputes, upload documents, or speak with an agent via secure webchat.

By empowering customers to self-manage payments 24/7, Water Companies can meet Ofwat’s guidance to “provide flexible options that prevent debt build-up and support affordability.”

3. Data Security and Regulatory Confidence

All Saascoms systems are ISO 27001, Cyber Essentials Plus and G-Cloud accredited, with data hosted securely in the UK. This ensures compliance with GDPR and Ofwat’s data handling expectations, while giving both customers and providers peace of mind that sensitive information including financial or health-related data is protected.

4. Identifying and Supporting Vulnerable Customers

Saascoms’ AI technology identifies over 97% of vulnerable customers for its existing utility clients. By analysing over 150 million real customer interactions, our algorithms recognise key triggers that indicate vulnerability, such as language related to anxiety, income loss, or illness.

Once detected, the workflow automatically prioritises these customers, routing them to trained agents or support services. This proactive approach aligns with Ofwat’s call for “a consistent, compassionate response to customers in vulnerable circumstances.”

5. Enhancing Efficiency and Reducing Cost-to-Serve

Digital engagement reduces paper costs, speeds up response times, and allows teams to focus on complex cases. For one client, Saascoms’ solutions cut digital response times by over 90% and increased vulnerable customer identification by 10–20%.

For Water Companies, this means:

  • Lower administrative overheads.
  • Fewer missed payments and disputes.
  • Improved customer satisfaction and trust.

6. Transparent, Measurable Outcomes

All interactions within Saascoms platforms are fully auditable, giving companies the ability to evidence fairness, consistency, and compliance, a crucial requirement under the Pay Fair guidelines. Dashboards provide real-time reporting on outcomes such as resolution times, payment conversions, and customer sentiment trends.

water fight at the beach

Conclusion

Water companies are under increasing pressure to balance financial resilience with social responsibility. By leveraging Saascoms’ digital engagement and AI platforms, providers can ensure they communicate with empathy, empower customers through choice, and meet every element of Ofwat’s Pay Fair expectations, all while improving operational efficiency.

Fairness, flexibility, and future-proof digital engagement — that’s the Saascoms way.

Levelling the customer services playing field

Levelling the Customer Services Playing Field with performance driven software

Introduction

Customer services, customer experience and contact centre software are big business. In the UK, according to the Office of National Statistics (ONS) there are over 1.3m people employed in the industry. For small and medium sized organisations, levelling the customer services playing field can be a challenge due to the resources of larger businesses. State of the art phones systems, AI software and digital platforms are all expensive to develop.

levelling the customer services playing field

The Saascoms Model

At Saascoms, we have developed award winning customer services and contact centre software which powers over 700 brands across the globe. As a third-party developer, we have economies of scale driven by a significant client base. This enables our clients to contact on their core business, not developing expensive software.

Our solutions have been levelling the customer services playing field since 2004, by offering a pay as you use solution. As a result, small and medium sized organisations can benefit from state-of-the-art customer service solutions – without a prohibitive price tag.

At Saascoms we don’t set contract lengths or minimum use clauses. We tailor our software solutions to each and everyone of our clients, which is why we have over 95% client loyalty.

levelling the customer services playing field

Saascoms Customer Services Solutions

At Saascoms we have award winning customer service solutions whatever the size of your contact centre. We’re levelling the customer services playing field with our platforms:

  • Omnireach – combine all your digital customer contact threads into a single communication. From Webchat to SMS, Email to WhatsApp, Omnireach delivers a seamless customer journey which is powered by advanced AI. Should the AI not be able to provide a resolution, all the communications are forwarded to a live agent on a single screen.
  • Mailmaster – delivering secure letters digitally be either SMS or email. Reduce your postage and print costs, increase engagement and reduce your carbon footprint.
  • Resolution – the self-serve debt management portal which provides your customers with the power to manage their repayments and clients with an immediate snapshot of activity. Designed for DCA’s, Retailers and Utilities in mind.

Conclusion

Global brand or small business, Saascoms is levelling the customer services playing field for organisations. Winner of the National Innovation Award and multiple Credit & Technology Awards you can be confident in Saascoms. Plus, be secure in the knowledge our UK developed solutions will reduce costs, drive efficiencies and increase customer satisfaction.

For a demo or more information – get in touch.

Conversational RCS

Why SPF, DKIM & DMARC in DNS are essential in Email Marketing

Introduction

In 2024, Google and Microsoft announced stricter email requirements for domains sending large volumes of email. Their goal? To protect users from spam and phishing by enforcing domain authentication via DNS. Now they are essential in email marketing for Google and Microsoft requirements.

Bulk emailers who send more than 5,000 messages per day from the same domain, or subdomains, to one of the consumer email platforms (hotmail.com, gmail, etc), will need to configure SPF, DKIM, and DMARC in their DNS records. If the domains are not correctly configured messages may be rejected or land in spam folders, even if they are completely legitimate.

Let’s break down what these protocols do, why they’re now required, and how to get compliant.

Essential in email Marketing – DNS Records

  • SPF checks the sending server IP.
  • DKIM checks the signature.
  • DMARC combines results and applies the policy.

SPF – Define Authorised Senders

Sender Policy Framework (SPF) is a TXT record that informs receiving servers which IP addresses or services are allowed to send email on behalf of the domain.

DKIM – Digitally Signs Your Emails

DomainKeys Identified Mail (DKIM) sign each email with a private key. The public key is stored in the sender DNS. This tells receiving servers the message hasn’t been tampered with and really came from the authorised sender. Saascoms provides unique records for each client domain.

DMARC – Enforce Policy and Monitor Abuse

DMARC (Domain-based Message Authentication, Reporting & Conformance) informs email providers how to handle messages that fail SPF/DKIM checks—and sends you reports about suspicious activity.

Google and Microsoft now require a valid DMARC policy from all bulk senders. Without it, your emails may be silently dropped.  The minimum policy setting is ‘p=none’, which should ensure sender emails are received by the recipient.

What’s Changing?

Both Google and Microsoft now require that bulk email senders:

  • Use SPF or DKIM to authenticate their email.
  • Publish a DMARC policy in DNS.
  • Use a domain they own (not @gmail.com, @outlook.com, etc.) for ‘from’ addresses.

Conclusion

If you are sending bulk emails from marketing campaigns to system alerts you must authenticate your domain via DNS. Google and Microsoft are now enforcing what should have already been best practice, it is now essential in email marketing.

  • Set up SPF and DKIM to prove you sent the email.
  • Publish a DMARC policy to enforce protection.
  • Monitor reports to stay ahead of abuse.

At Saascoms we’ve been advocating SPF and DKIM records for some time, it is important that your DMARC record is verified as compliant, and added if not. Organisations failing to do so will not only damage delivery rates, customer engagement and brand trust; it will eventually prevent emails being delivered. Our Mailmaster software is fully compliant and can support your email marketing objectives.

Contact Saascoms
Annoyed at customer service

The Five Stages of Customer Service (as told by your customers)

Introduction

Customer Service can be a rollercoaster, sometimes smooth and sometimes stomach churning. Whether you’re the one picking up the phone or the one taking the call, there’s a universal truth, customer frustration is real. But handled the right way, even the most exasperated customers can leave feeling valued. So let’s take a light-hearted look at the five stages of customer service frustration and how businesses can turn frowns into smiles.

Stage 1: The Optimistic Beginning

“Fingers crossed this will be quick!”
Customers start their journey full of hope. They assume their issue will be resolved swiftly until reality kicks in!

How to Keep the Optimism Alive…

A friendly, well-crafted automated greeting sets a positive tone. Offer clear next steps and realistic wait times to manage expectations.

Stage 2: The Confusion Spiral

“Why am I pressing 3 for billing… and then 5 for account info… and now 7 for who knows what?”
The dreaded IVR menu or uneducated chatbot loop begins. Customers feel like they need a secret code to reach a human!

How to Avoid Confusion…

Provide omnichannel support (SMS, email, live chat) so customers can choose their preferred contact method. Design AI chatbots that actually help, not just ones that send customers in circles. Saascoms Omnireach is the perfect solution!

Stage 3: The Rising Frustration

“I just explained this to the last person!”
Ah yes, the classic ‘repeat your issue’ scenario. Customers feel like they’re stuck in a time loop, explaining the same problem to multiple agents!

How to Prevent This…

Omnichannel communications need to be centralised, enabling agent transfer or transfer between digital to human to be seamless. Omnireach award-winning omnichannel software is the perfect solution!

Stage 4: The Breakthrough Moment

“Oh, finally! Someone who understands!”
When a knowledgeable, empathetic agent steps in, magic happens. The customer feels heard, and a solution is in sight!

How to Make This Happen Sooner…

Train agents to acknowledge frustration before jumping into solutions. Empower support teams with AI-driven insights to resolve issues faster.

Stage 5: The Happy Ending (Or So We Hope)

“That wasn’t too bad… I guess?”
Customers leave feeling satisfied or at least relieved. A well-handled interaction turns frustration into loyalty!

How to End on a High Note…

Send a follow-up message thanking the customer for their patience. Offer a discount or loyalty perk if the issue caused real inconvenience.

happy lady on a phone

Final Thoughts – Turning Frustration into Loyalty

Customer service isn’t perfect, but businesses that anticipate and address the five stages of customer service frustration stand out. Saascoms AI-driven communication tools ensure fewer loops, quicker resolutions, and happier customers without the stress.

For a demo on Omnireach, Mailmaster or any of our award-winning customer service platforms please give the team a call.

Contact Saascoms
Financial Year end 2025

New Financial Year – What Are Your Business Resolutions?

Introduction

The new tax year starts on April 6th and for many businesses and organisations this is aligned to their new financial year. Whereas the run up to year end is often focused on chasing up outstanding debt, reducing stock levels and maximising sales to finish the year on a high; the new financial year is a time for the implementation of new ideas to move the organisation forward.

So how can Saascoms help?

Award Winning Customer Services Software

For over 20 years Saascoms has been developing customer services and digital marketing software which is used by over 700 brands globally. From digital letters to omnichannel communications, AI integrated customer services to bulk SMS, we are the communications experts.

Saascoms has been recognised by the Credit & Collections Technology Awards every year since 2019, held the title of ‘Number 1 Premier Power Company’ for the last two years and has been awarded a ‘National Innovation Award’. As we enter the new financial year, here’s why you should be talking to Saascoms.

Products & Services

If your organisation engages in customer services marketing, you need to be aware of what Saascoms has to offer. Here’s our top three:

Mailmaster

if you send lots of letters, confidential or otherwise, the cost of posting is astronomical. Do you know if the letter is even opened? Replace physical letters with Mailmaster digital letters. First, we send a text, then the recipient completes a security check. Then the letter is downloaded. The letter can be interactive, so view a balance, make a payment, place an order, book an appointment or complete a survey!

Omnireach

Customer service includes admin and signposting, which if dealt with by a live agent can be costly. Also, customers may interact across multiple digital channels including email, chat, social media and text. This can get messy. Not with Omnireach! Our AI Saasbot handles Identification and Verification (ID&V), assesses the initial query across the digital non-voice platforms your organisation uses and if Saasbot can’t resolve the query; only then will it be passed to a live agent with all the previous customer comms on one screen.

txtpro

Direct, simple, uncluttered and opened by over 95% of recipients – the humble text message! txtpro is a self-serve platform for bulk SMS messaging. It’s as easy as uploading your numbers, writing your message and scheduling delivery times. The reporting suite provides delivery rates and bounce backs, you can adapt for two-way messaging also.

At Saascoms we are at the cutting edge of customer services marketing and communications, powering global brands and constantly innovating. So as we enter a new financial year, get in touch to see how we can impact both your top and bottom line.

Contact Saascoms