The Brief
South Staffs Water sought a redesign of their website and a customer service portal to manage their 1.2 million customers. Key to the requirement was that the service should be developed around a human-centred UX to create an innovative self-service portal that would ease the introduction of digital bill payments.
Our Solution
With a large and diverse range of customers we put a lot of emphasis on the UX and the UI to simplify the experience and deliver a platform that was easy, informative and enjoyable to use.
The customer service portal enabled customers to view their statements, manage payments, report faults and update meter readings. There was also an online support section that linked to the internal customer support platform.
We went on to create digital brand guidelines and a marketing website
Results
The portal enabled South Staffordshire Water to drive their customers online to self-manage their accounts which lead to increased efficiencies and reduced support costs.
- +250% increase in online accounts being created
- – 85% reduction of cost of each contact