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Self-service on tap for three million customers
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Creating a customer-centric digital solution that reduces Welsh Water’s cost to serve average and limits the environmental impact of water usage
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Transforming business services and optimising digital provision
Welsh Water wanted to give their customers the power to self-serve whilst improving operational efficiency by leveraging innovative technologies.
We’ve removed inherited technical debt and embedded innovation into their 3,000-strong company culture to deliver a state-of-the-art digital customer experience which promotes Welsh Water’s sustainable initiatives.
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Self-Service for millions
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. With improved online payments and webform submissions and a significant decrease in billing calls, the future roadmap is driven both by an ongoing programme of service enhancements and supporting the critical work of the water efficiency team.
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Rhian Morris
Digital Services Manager Welsh Water
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