Case Study: Welsh Water achieves higher digital engagement and lower call volumes with Sitecore

Welsh Water transformed self-service & embedding innovation with Sitecore

Welsh Water needed to reduce operating costs and improve customer service while cutting inbound calls, lowering human error, and making better use of data. Working with Sitecore and its digital experience products, the utility set out to build a more efficient self-service platform that could ease pressure on call centers and support online customer journeys.

Sitecore implemented Sitecore Experience Manager (XM), Sitecore Experience Platform (XP 8.2), and xDB, integrated with billing, debt recovery, and customer operations systems. The result was a high-quality, customer-centric digital platform that increased automation and efficiency, cut billing calls by 37%, raised digital contacts by 18%, boosted online payments by 27%, and increased web form submissions by 38%, with expected five-year savings of £750K in print/post and £200K from fewer billing contacts.

Welsh Water