Case Study: Anglian Water achieves top Ofwat SIM ranking and improved billing and customer service with Redwood Software

Improving billing and customer service at major water utility results in customer service incentive

Anglian Water, a UK utility serving more than 6 million customers with 5,000 employees, produces roughly 16,000 invoices daily. Erratic overnight billing failures two to three times a month led to delayed or incorrect bills, spikes in call-center volume and unstable cash flow, threatening its ability to top Ofwat’s Service Incentive Mechanism (SIM) league table and secure a share of the £50 million incentive.

Anglian deployed Redwood Business Process Automation – Workload Edition to monitor, visualize and orchestrate billing across hybrid systems; real-time dashboards, alerts and predictive SLAs surface errors so only problematic records are logged for correction rather than rerunning whole jobs. The outcome was smoother billing, consistent call-center volumes and normalized cash flow — culminating in a No. 1 SIM ranking and a significant portion of the SIM financial incentive.

Anglian Water

Chris Waterfield

Business Systems Manager