Putting your needs at the heart of our digital services

We know that ‘getting in touch with a utilities provider’ isn’t exactly at the top of anyone’s to-do list. When you need to contact us, you want it to be quick, easy, and simple. We understand that and work hard to meet your expectations every time. In fact, we have an entire team – our Transformation team – whose job it is to develop new services and constantly improve them.

We’ve recently won a flurry of industry awards for our work to transform the way our customers interact with us. It’s a great feeling to be awarded by the industry for our work but what we’re probably most proud of is the recognition we’ve received for our ‘customer centric approach.’ Put simply, we don’t use technology for technology’s sake. Every digital service we introduce, every upgrade we release, every decision we make – everything is guided by what our customers are telling us they need from our services.

Whether it’s through research, focus groups, user-testing, or every heat-mapping technology to understand which parts of our website are the most used – we only introduce changes that we know will make it quicker and easier for you to access our services and get the answers you need.

This approach has seen us completely change the digital services we offer, and our customers now benefit from services like:

• ‘My Account,’ a secure online service used to manage all your account details, view and pay your bills, and keep informed about work going on in your local area.
• ‘Track My Job’ the portal that allows you to track and get in touch with engineers on their way to you.
• Automated web forms so you can quickly and easily apply for support online through services like our free Priority Services register, or for financial support packages.
• An online chatbot and live chat on our website so you can quickly get answers to frequently asked questions.

Our work to innovate and keep making things better for you – our customers – has led to us being awarded recognised at the Sitecore Symposium for ‘Best Digital Experience in Transformation’, where we were competing against some major players including United Airlines, Honda, Aston Martin, and Emirates. We also saw success at the National Contact Centre awards where the team picked up ‘Transformation Team of the Year’ and the ERP Today awards where our ‘Digital Field IT programme’ was commended for enhancing the capabilities of our essential key workers on the frontline.

The benefits of our approach to transforming services extend beyond just making your online experiences faster and simpler. It also means we’re able to reduce our own reliance on carrying out manual tasks behind the scenes. This not only ensures you receive the first-class service expect of Welsh Water but also helps us to make savings and improve cost efficiencies.

As Welsh Water operates a not-for-profit business model, the savings we make can be put towards things like community outreach, investing in our infrastructure, and supporting customers who genuinely struggle to pay, with our industry leading financial assistance packages.

The thing about innovation is it never ends. There will always be improvements we can make and new services we can offer. So we’ll continue to listen to what you tell us you need, and deliver services that work for you.

If you haven’t signed up to My Account yet there’s never been a better time. We’ve just released an update giving users even more functionality than ever before. You can find out more about what’s new in My Account in our recent blog.