Case Study: Anglian Water eliminates billing errors and improves customer service with Redwood Software (RunMyJobs)

Anglian Water uses RunMyJobs to Eliminate Billing Errors, Improve Customer Service

Anglian Water, a UK water utility serving over 6 million customers and producing about 16,000 invoices a day, faced recurring overnight billing failures that occurred two to three times a month. These failures generated excessive call‑center volume, strained operations, and threatened the company’s ability to earn financial rewards under Ofwat’s SIM customer‑service incentive program.

To fix this, Anglian implemented Redwood RunMyJobs cloud automation to monitor, visualize and orchestrate billing across hybrid systems, with predictive SLAs and real‑time dashboards that isolate problematic records instead of rerunning whole jobs. The result was fewer billing errors, steadier cash flow and lower support volumes, improved customer service—and a number one ranking in Ofwat’s SIM program, securing a significant share of the £50 million incentive.

Anglian Water

Chris Waterfield

Business Systems Manager