Using data to define an improved Move Home customer experience for Thames Water.
T H A M E S W A T E RThames Water is the UK's largest water and wastewater services company, supplying 2.6 billion litres of drinking water per day, and treating 4.4 billion litres of wastewater per day. Thames Water's 15 million customers comprise 27% of the UK population.
T H E W O R KA four week, pre-sales proposal for a data-driven approach to support Thames Water’s drive to enhance the online customer experience for their Move Home journeys.
Data and analytics were used to highlight customer pain points and significant drop-off areas, to identify opportunities for improvements to further support a digital channel shift.
These insights was used to create a backlog for targeted improvements to the Move Home CX that delivered measurable improvements.
T H E O U T C O M E
The proposal was enthusiastically received by senior stakeholders at Thames Water. They were eager to progress with the recommended actions, which led to a 12 week programme of work for a UX design team and a development team.
The value of this data-led approach prompted Thames Water to invest further in their analytics platform to generate more detailed insight, and use this as a roadmap for continued improvement to their digital customer experience.
“Compelling insight that provides clear findings with tangible, actionable recommendations. This is the benchmark we aspire to.”
Harish Rajani, Programme Director, CRM and Data Analytics, Thames Water