Case Study: United Utilities boosts customer self-service and digital engagement with Apadmi's mobile app

Allowing 7 million customers to manage their accounts, on their terms

United Utilities, the UK’s largest privately listed water company, wanted to give its 7 million customers more control over their accounts while also improving customer communication, internal operations, and its digital presence. To help meet these goals, Apadmi created the United Utilities Mobile App, a first-of-its-kind native app for the water industry.

Apadmi delivered a mobile self-service platform that lets customers pay bills, view payment history, submit meter readings with photo capture and flash support, and report leaks with location data via Google Maps integration. The app reached UU’s first-year KPI of 30,000 users in just 10 months and has since driven 97,000+ downloads, 73,000 registrations, 172,000 payment transactions, £7.5 million in bill payments, and 44,000 meter readings, while increasing UU’s active digital customer base by 146,000 and accounting for 10% of all self-serve payment transactions.

United Utilities

Denise Maskew

Customer Digital Manager