South Staffs Water
Transitioning users to an online experience
Overview
South Staffs Water, which supplies drinking water to 1.6 million people, approached MadeByPi to develop a new portal aimed at shifting customer interactions from offline to online.
The goal was to provide a streamlined, user-friendly platform for customers to manage their accounts, access services, and resolve issues digitally, enhancing overall customer experience while reducing reliance on traditional offline methods.
Discover Supporting a channel shift
South Staffs Water sought to redesign their website and create a new customer service portal to efficiently manage their 1.6 million customers. The core objective was to develop a human-centered UX that would drive innovation in their self-service offerings.
This new portal would not only facilitate digital bill payments but also ease the transition for customers to online services, with a strong focus on empowering users to manage their accounts independently.
Create Accessibility & inclusivity
With a large and diverse customer base, ensuring simplicity and ease of use was paramount. We prototyped and tested several solutions with South Staffs customers, ensuring the final design met WCAG 2.1 standards while remaining intuitive and user-friendly.
The customer service portal allowed customers to view their statements, manage payments, report faults, and update meter readings. Additionally, the portal featured an online support section that seamlessly integrated with the internal customer support platform, providing a comprehensive and efficient service experience.
Results
Driving digital development
The new digital solutions enabled South Staffs Water to drive their customers online to self-manage their accounts which lead to increased efficiencies and reduced support costs. This formed the catalyst of the start of a move to being digital first and empowering their customers with online tools.
Increase
in online accounts being created
Reduction
of cost of each customer contact
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