Case Study: Water and Wastewater Utility Company achieves 80% lower request rejections with Wipro digital self-service portal

Digital self-service transforms the experience and efficiency of our client’s wholesale operations

Water and Wastewater Utility Company needed to improve its Wholesale Market Services interface with retailers, which was becoming costly and inefficient. The company wanted faster, more accurate service requests, fewer rejections and follow-up calls, and simpler data flows across market systems. Wipro was brought in to redesign the user experience, workflows, and data integration using a digital self-service approach.

Wipro delivered the WMS Digital Self-service Portal using Sitecore on Microsoft Azure, integrating systems to auto-populate request data, pre-validate submissions, and streamline request creation, tracking, and management. The results were significant: service request rejections fell by 80%, retailer follow-up calls dropped by 50%, request generation time decreased by 70%, and operating costs were reduced by GBP 200K per year.