Case Study: Water Corporation achieves online self-service and improved customer engagement with Sitecore

How Water Corporation’s Web Services are Creating a Water Efficient Community

Water Corporation, the Western Australian government–owned supplier of water, faced low customer awareness of its conservation work and heavy call-centre demand after a 2012 survey of more than 800 residents showed many customers saw the organisation only as a billing body. They needed a legislatively compliant, Australian‑supported, easy-to-use and agile platform to enable online self‑service and better engagement — a requirement met through the selection of Sitecore (Sitecore 6.6) alongside digital agency Precedent.

Precedent delivered a new Sitecore‑powered website (launched April 2013) with self‑service customer accounts, interactive tools and a roadmap for mobile responsiveness, chosen in part because Sitecore offered superior local support and record‑keeping capabilities. The new site shifted many enquiries online (online queries cost under $5 versus about $7 per call), enabled bi‑monthly billing notifications to improve customer contact, and set a three‑year plan to expand services, increase digital engagement and realise measurable call‑centre cost savings — all built on the Sitecore platform.

Water Corporation

Tabitha Berger

Digital Channel Manager