The Client
Water Corporation are a large multi-division organisation providing water and waste management services across the state of Western Australia.
The Challenge
Facing increasing customer expectations and rising utility expenses, Water Corporation needed to become more customer focused and lower customer servicing costs while improving the experience delivery to a range of different customer types across a vast territory.
The Approach
Strativity first assessed and benchmarked Water Corporation’s level of customer centricity then developed a specific change plan to increase customer focus across the organisation. We then leveraged internal knowledge and field research to understand channel mix and preferences. Using these insights we created an Omni channel strategy and implementation plan to deliver savings while retaining WC’s high customer satisfaction ratings. In support of the channel migration strategy, Strativity applied our unique Branded Customer Experience (BCX) framework to redesign five key journeys and the onboarding process for residential customers and develop the implementation plans for change. Lastly, WC understood the value of frequent, quality customer feedback. Strativity reviewed and redesigned their Voice of Customer program, this time adding in the Voice of Employee.
The Results
A robust customer strategy that included guidance and specific changes / improvements to how the organisation operated, and the experience it delivered. This resulted in improved customer satisfaction and decreased servicing costs.
