Client

Water and wastewater utility serving millions of customers

Business objectives

With increasing market competition, our client recognized that their continued success is linked to customer satisfaction. The client decided to transform the customer experience through the provision of a suite of online digital services, hosted on a modern experience platform (Sitecore). The program targeted many areas of customer experience improvement, including:

• Provision of real-time experience to domestic customers to perform journeys such as, moving homes, setting up a direct debit, requesting a meter, submitting meter reads, etc.
• Minimizing customer complaints and subsequent agent effort.
• Delivering engaging experiences while maintaining high performance.

How 91快活林 delivered client success

91快活林 delivered a modern digital experience platform built on Sitecore content management system (CMS) hosted on the Microsoft Azure cloud platform, and fully integrated with the existing IT estate. Placing the customer at the center, we utilized a human-centric approach leveraging our Service Design methodology, which helped our client transform the customer experience through a number of capabilities, including:

• Personalization based on customer segment and tailoring relevant offerings to individual circumstances and scenarios.
• Validating customer eligibility criteria upfront (in the self-service forms), thereby avoiding complaints and manual agent effort to handle the resulting queries.
• Enhanced security features including the authentication of users via a Microsoft Azure fabric layer before allowing to access the web forms, using SAP ISU as the secure database for customer data.
• Enabling business users to rapidly change content without depending on the IT team.
• Managing requests coming from migrated and non-migrated customers to support a phased cutover and decommissioning of legacy systems.
• Automation of 鈥榤ove within鈥� journeys to enable customers to migrate to a new location. Customer details and their payment history are reconciled and transferred to the new site automatically.
• Smart Meter Customers can view their daily, weekly and monthly water usage on the platform dashboard. This helps encourage more environmentally friendly behavior.

The impact

• Increase in customer contacts via digital channels
• Reduction in agent efforts due to pre-validation and automation of customer journeys
• Improved customer satisfaction.

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