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

Welsh Water
CX Strategy, Experience Design, Sitecore

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.   

“ Without your skills and capabilities our website wouldn’t look as amazing as it does today. It’s a pleasure working with you all and I hope you are as proud of the website as I am. ”

Rhian Morris

Digital Services Manager Welsh Water


Product strategy
Experience sesign
UI Design system
Sitecore build


Sitecore DXP
Azure Application Gateway