Case Study: Thames Water achieves £336,000 in savings with Wipro's Online Customer Account Management Solution

Wipro helped Thames Water save £336,000 in costs by rolling out an online customer account management solution

Thames Water, the UK’s largest water and wastewater company, needed a personalized customer self-service portal to help millions of customers register, log in, manage accounts, make payments, submit meter readings, and complete online transactions more efficiently. It partnered with Wipro to build an online account management solution that could modernize an aging system and improve the customer experience.

Wipro delivered the Online Account Management (OAM) portal with features such as pre-filled web forms, bill viewing, payment history, consumption graphs, and account updates. The solution helped Thames Water exceed 300,000 registrations, reduce voice support calls, and save £336,000 in printing and postage through e-bill adoption, while also improving form submission success rates by 20% and strengthening data stability and scalability.

Thames Water

Sean Flynn

Business Delivery Manager