Case Study: Affinity Water achieves 85% self-service request fulfilment and reduced regulatory risk with ServiceNow

Affinity Water creates a digital-first service experience and minimizes regulatory risk

Affinity Water, the UK’s largest water-only supplier with 1,400 employees, brought outsourced IT back in-house to kick-start a digital-first strategy. The move required better visibility and control over IT and supply issues during industry reform and a wholesale/retail split, with the urgent goal of protecting service levels and minimizing the risk of regulatory fines.

Using ServiceNow IT Service Management and Customer Service Management, Affinity built a single self-service portal and a Customer Impact Tool for situational awareness, automated workflows, and shared dashboards. The result: 85% of requests now come through self-service (about 20,000/year), faster incident resolution, maintained SLAs and reputation during reform, reduced regulatory risk, and greater agility to extend the platform across the business.

Affinity Water

Ben Wilson

IT Services Manager