Welsh Water

Delivering customer efficiencies

We’ve been on a journey of digital transformation with Welsh Water for over five years now. Incrementally, we’ve helped them to deliver efficiencies through self-serve, an enhanced customer journey and improved internal business efficiencies.

Delivering customer efficiencies

We’ve been on a journey of digital transformation with Welsh Water for over five years now. Incrementally, we’ve helped them to deliver efficiencies through self-serve, an enhanced customer journey and improved internal business efficiencies.

Self-service for the millions

So far, with an agile approach, we’ve removed inherited technical debt and are harnessing the full capabilities of Sitecore. We’ve integrated their back-end systems to deliver automation and optimised content across all touchpoints. We’ve embedded innovation into the 3,000-strong company culture. We’ve also delivered a state-of-the-art digital customer experience to 1.4 million businesses and homes, who receive 828 million litres of water every day.

Conscious design for a sustainable future

Welsh Water is now able to deliver optimised digital services including online forms, an automated ‘submit meter reading’ feature and a portal allowing customers’ access to multiple services through a single login. The future roadmap is driven by a focus on improving services and supporting the critical work of the water efficiency team.

Impact

• 27% increase in paying online
• 96% of users rated the forms ‘OK’ or above, 71% rating as ‘Good’
• 37% decrease in billing calls
• 38% increase in webform submissions
• +800 web pages cut down, refining website content