Unlocking Efficiency & Transparency: Coforge's Modern Solution Empowers Utility Company and Developers.
Overview.
A leading private utility company providing water and wastewater services was struggling with transparency of services for developers and customers and only 53% of non-contact customers were satisfied with local service updates. Coforge developed a modern, consolidated solution that could support as self-service, that is easy for all developers, and one where every interaction with the client is a positive experience.
The client faced the challenge of enhancing transparency and customer experience in their developer services, with financial incentives tied to performance. The existing system lacked proactive communication and a seamless contact point, resulting in potential reputational damage and financial penalties.
Solution.
Coforge collaborated with the client to develop a modern, user-centric online portal. Using Dot Net Angular and Umbracco for the front-end and ServiceNow for workflow automation, the portal was designed to support water supply and connection services efficiently. This solution aimed to provide a self-service experience that was straightforward and positive for all developers. The portal offered a knowledgeable single point of contact, addressing past issues with call center communications improving the Customer Measure of Experience (C-MeX) and Developer Measure of Experience (D-MeX) scores which are critical success metrics for water utility companies.
The impact.
75%
Increased Customer satisfaction in resolving issues proactively
>80%
Customers reported ease in resolving concerns due to simplified process
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