Case Study: South Staffs Water enhances self-service and accessibility with MadeByPi's customer portal

South Staffs Water boosts online self-service for 1.6 million customers with MadeByPi

South Staffs Water, which supplies drinking water to 1.6 million people, approached MadeByPi to address the challenge of shifting customer interactions from offline to online. The goal was to develop a streamlined, user-friendly customer portal to enhance the overall experience and reduce reliance on traditional methods.

MadeByPi created a new customer service portal with a human-centered UX design that met WCAG 2.1 accessibility standards. The solution allowed users to manage accounts, pay bills, report faults, and access online support. This led to a significant increase in online account creation and a reduction in the cost per customer contact for South Staffs Water.

South Staffs Water