Case Study: Scottish Water reduces Customer Helpline calls and improves digital customer communications with Sitecore

Scottish Water needs to communicate and engage effectively with customers, and the website is an essential tool for delivering service information and up to date reports on incidents

Scottish Water, the publicly owned water utility serving 5 million customers in Scotland, needed to modernise its website to deliver timely service information, incident reports and accessibility features so customers could quickly find relevant guidance (for example on safeguarding pipes during extreme cold). The existing in‑house CMS was slow to update and limited in personalisation, so Scottish Water worked with Sitecore to adopt an off‑the‑shelf solution, including Sitecore’s Digital Marketing System (DMS), Email Campaign Manager and ECM capabilities, to better target communications to home and business users.

Sitecore replaced the legacy CMS and was integrated with billing systems and SagePay payments, added personalised web and email content, content workflows and the postcode‑based “Am I affected?” tool. The Sitecore implementation made content easier and faster for staff to update, improved internal workflows and marketing targeting, increased website traffic and — importantly — reduced calls to Scottish Water’s Customer Helpline while enabling quicker call handling.

Scottish Water