Thames Water Achieves Seamless Billing Services
Following customer feedback, Thames Water sought to revamp its Customer Communication Platform, leveraging Wipro's SaaS and PaaS technologies to enhance the customer experience.
Together, Thames Water and Wipro successfully migrated over 100 million customer communications to a cloud-based platform and upgraded legacy connections for enhanced security. The redesigned bill structure improved clarity and understanding, leading to increased online signups, direct debit payments, and a reduction in contact center calls by 30-50%.
This shift also transformed the nature of conversations with customers, allowing staff to focus on resolving complex customer queries.
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