Case Study: Yarra Valley Water achieves improved customer self-service with Wipro

Wipro helped Yarra Valley Water (YVW), largest water retailer of Melbourne, roll out an “always open” self-service customer portal that offered better access to information and ease of use

Yarra Valley Water, Melbourne’s largest water retailer, needed to modernize customer service by giving customers an easier, faster way to manage accounts and access information online. It wanted an “always open” self-service experience that worked across mobile, tablet, and desktop, with reduced manual handling and better convenience for common tasks like bill payments, meter readings, and moving requests. Wipro was chosen to lead the digital initiative using a self-service portal solution.

Wipro delivered a multi-device self-service portal with more than 20 key Yarra Valley Water business functions available directly to customers, supported by portal, security, and Oracle Fusion integration services. The program was completed in 13 months and helped Yarra Valley Water improve customer experience by providing real-time, convenient self-service access and straight-through processing to reduce manual input.

Yarra Valley Water

Pheona Smoczynska

Manager, Customer Self Service