Customer-focused digital strategy

Severn Trent Water

Severn Trent Water provides water and waste services to over 8 million domestic and 210,000 commercial customers spread across the Midlands, Wales and Gloucestershire. They have bold ambitions for their digital relationship with their customers.

They want to:

  • Make it simple for customers to self-service their accounts and report or track incidents
  • Create goodwill between customer and STW in the communities they serve
  • Show their customers they care by engaging in an open and frank dialogue
  • Continually demonstrate that they provide a reliable service and great value for money.

Severn Trent Water screenshot
Bpi and your mum have produced a three year programme that is already helping STW develop a market-leading digital offering

They know these ambitions cannot be achieved overnight so they looked for someone to help them develop a digital strategy. In collaboration with bpi, a Midlands-based digital agency, we conducted extensive customer research and consulted at length with key people at STW and their agencies which all led to some serious head-scratching.  Through our joint effort and hard work, we grew to understand STW’s specific business challenges and learned how best to overcome them.

The resulting three-year strategic plan supported the STW business vision, but also set out in clear achievable tasks how they could digitally deliver this to their customers. This included the development of a successful strategy for managing customer enquiries via social media sites like Facebook and Twitter; a refreshed and responsive customer-facing website; a segregated PLC website for shareholders and other corporate audiences; and an interactive incident map that has drastically reduced the pressure on their call centre teams. This digital programme is playing an integral part in how STW now do business.

Severn Trent Water

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