Case Study: United Utilities boosts digital payments and customer self-service with Droids On Roids

United Utilities facilitates £7.5M in bill payments with Droids On Roids

United Utilities, one of the UK's largest water companies, faced the dual challenge of needing to provide its 7 million customers with easier access to billing and communication while also creating a tool for its operations team to track leaks and gauge satisfaction. With no existing template for a native app in the water sector, they partnered with vendor Droids On Roids (part of the Apadmi group) to build a solution from scratch.

Droids On Roids developed a user-focused native mobile app with features like submitting meter readings with a built-in torch, digital billing, and a 'Report a Leak' function that used photos and automatic geolocation. The solution was highly successful, hitting its first-year user target in 10 months and facilitating £7.5 million in bill payments. It drove a 29% increase in the active digital customer base and led to a 10% reduction in internal costs through self-serve functionality.

United Utilities