CHALLENGE
Reduce operating costs and improve services
- Protect the environment, and water as a natural resource
- Reduce cost for digital services through automation and robotic technologies
- Cut human error and process inefficiencies
- Reduce the number of inbound calls
- Cut the cost of delivering and supporting online self-service
- Support better use of data to meet the needs of customers and business operations
SOLUTION
Solutions used
- Sitecore Experience Manager (XM)
- Sitecore Experience Platform (XP 8.2)
- Sitecore Experience Database (xDB)
- Integrations include:
- RAPID billing
- Tallyman debt recovery
- SAP Cloud for Customer operations
OUTCOME
Built a high quality, customer-centric, digital platform
- Established trust in ability to deliver excellent customer service
- Increased automation and efficiency
- Cut billing calls by 37%; drove 18% rise in digital vs. offline contacts
- Increased online payments by 27% and web submission form by 38%
- Exceeded new direct debit customer target
- Scored customer ratings of 71% good, 96% OK
- Expected to deliver savings over next five years: £750K print/post, £200K fewer billing contacts
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