Customers help save water via Snap Send Solve app and South East Water website
Customers are helping South East Water make every drop count by reporting leaks and faults quickly through the Snap Send Solve app, and through the Snap Send Solve form on the South East Water website.
In less than a minute, customers can snap a photo or take a short video of the fault, describe the issue, and send the report to South East Water, complete with in-built GPS data. The process is easy for customers and members of the general public, and more streamlined for South East Water when they receive the report.
Customers can also submit a Snap Send Solve report through the South East Water website, and include a photo of the fault.
When using the mobile Snap Send Solve app, customers have the additional option of including a video in their report. This is especially helpful when the report includes an issue or fault with running water.
South East Water General Manager Customer Experience, Bryony Grice said every report helps the organisation save precious drinking water supplies, and the inclusion of video capture in the mobile app reduces the chance of misdiagnosing the issue.
“Snap Send Solve makes it easy for anybody to report faults, especially leaks, and helps us respond quickly.
“In the instance of a leak, if we have a video we can quickly identify the size, where the water’s coming from or where it’s flowing to, which makes our triage process faster and makes sure we’re diagnosing issues accurately.
“It’s a great example of technology supporting community action,” Bryony Grice said.
The platform also recently rolled out a duplicate detection feature, reducing instances where multiple reports are submitted that detail the same issue.
Using the app is simple:
- Snap a photo and or video of the fault – it’s optional, but attaching media makes it easier to diagnose the problem.
- Send a report on the spot. The report will include the location, type of fault, and customer contact details.
- Solve – Snap Send Solve will send the report to the responsible authority so they can review it. If South East Water is selected the report will be sent to South East Water’s Faults and Emergency team for triage and action.
More than 800,000 people across Australia and New Zealand use the Snap Send Solve platform. It connects users with over 850 service providers, including councils and utilities like South East Water.
Customers can report a leak or fault by visiting southeastwater.com.au/reportaleak or via the Snap Send Solve app.
Page image: South East Water employee using the Snap Send Solve App