Case Study: South East Water achieves faster, more customer-centric digital account management with Google Cloud Platform

Helping customers manage their accounts with ease using Google Cloud

South East Water, a UK utilities provider serving 2.2 million people, needed a faster, more flexible way to improve customer service and account management beyond its legacy infrastructure. Working with Google Cloud Platform, the company set out to build its My Account digital portal so customers could manage bills, payments, home moves, and water usage online.

Google Cloud Platform, with support from CTS and using Firebase, Firestore, Cloud Functions, and Pub/Sub, helped South East Water launch the portal in five months and integrate it with on-premises systems. The result was hundreds of thousands of transactions with no downtime, sign-ups doubling in early 2021, and request handling reduced from up to five days to as little as 30 seconds, while freeing contact center agents to focus on more complex support.

South East Water

Tanya Sephton

Customer Services Director