Self-service on tap for three million customers
Creating a customer-centric digital solution that reduces Welsh Water’s cost to serve average and limits the environmental impact of water usage
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.
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.
Rhian Morris
Digital Services Manager Welsh Water
