Case Study: Welsh Water achieves 96% customer satisfaction and 80% higher online service adoption with MuleSoft

Welsh Water boosts customer satisfaction to 96% by tapping into APIs

Welsh Water (Dŵr Cymru) is a not-for-profit supplier of drinking water and wastewater for Wales and parts of western England. Facing siloed front- and back-office systems, the company relied on manual data entry and slow processes that increased costs, delayed innovation and degraded the customer experience. Welsh Water needed to enable self-service for common inquiries and automate repetitive tasks to improve operational efficiency.

Using MuleSoft’s Anypoint Platform (including Anypoint API Manager and API Designer), Welsh Water built an Automatic Verification API that lets customers verify identity (address, phone number, date of birth) and automatically updates back-end records—removing the need for agent intervention on routine transactions. The solution drove an 80% year‑over‑year increase in online self‑service adoption, freed agents to focus on complex cases, and raised digital customer satisfaction to 96% while creating a secure, resilient, future‑proof foundation.

Welsh Water

Kit Wilson

Head of Transformation