Case Study: Southern Water reduces customer service calls with Mediaworks

Southern Water cuts unnecessary calls by 20% with Mediaworks

Southern Water faced significant challenges including negative customer perception, media scrutiny, and an outdated website running on an unsupported version of Umbraco. Their key goal was to revolutionize customer contact by reducing service calls through a new self-serve website. They partnered with Mediaworks to re-platform their main website and drive a better customer experience.

Mediaworks implemented a comprehensive solution, building a new 800+ page site on the Umbraco CMS. They focused on redesigning user journeys, integrating core account systems, and overhauling content for accessibility and compliance. The results were significant, with Southern Water achieving a 20% reduction in unnecessary customer service calls and a 194% increase in organic traffic shortly after the site's launch.

Southern Water