Case Study: National Water Company achieves secure self-service customer experience with Kocho and Azure AD B2C

A free-flowing and secure customer experience for a national water company

Kocho worked with National Water Company, a not-for-profit water provider serving 1.4 million households and businesses, to modernize and secure its dated “My Account” customer experience. The company needed a better way for households, businesses, property developers, and agents to access services such as billing, payments, and issue reporting, while maintaining strong security and supporting a digital transformation across its online channels.

Kocho implemented an Azure AD B2C solution, starting with a discovery workshop and then a pilot for 120,000 users, delivering custom login and registration journeys, social sign-ins, self-service password resets, secure authentication, and integration with SiteCore. Kocho also supported customer migration and compliance features, and the result was a streamlined self-service portal with single sign-on, enhanced security, user analytics, and new services such as bill viewing, job tracking, meter readings, and leak reporting.