Case Study: Water and Wastewater Utility Company achieves improved customer satisfaction and operational efficiency with Wipro

Digital transformation drives improved customer experience and operational efficiencies

Water and Wastewater Utility Company, a utility serving millions of customers, needed to improve customer satisfaction and stay competitive by transforming its customer experience. The company wanted to offer more online self-service options, reduce complaints and agent effort, and deliver faster, more engaging digital journeys using a modern platform.

Wipro implemented a digital experience platform on Sitecore CMS hosted on Microsoft Azure and integrated it with the existing IT landscape. Wipro’s solution added personalization, upfront eligibility validation, stronger security, easier content updates, automated “move within” journeys, and smart meter usage dashboards. The result was increased digital contact volume, reduced agent effort through automation and pre-validation, and improved customer satisfaction.