Water Plus, the UK’s largest B2B water retailer serving more than 700,000 customer supply points in England and Scotland, is using Flexys’ software as part of an ambitious digital project focused on customer experience and engagement.

Flexys’ software provides smart management information and real-time processing to inform strategy and communications, empowering Water Plus to offer a nuanced and consistent approach to SME customers with appropriately personalised options to resolve their debt episode. From an operational perspective, the project delivers enhanced clarity, insight and flexibility, enabling Water Plus to target resources in the most effective way for the benefit of the organisation and its customers.

The Flexys software is increasing the water retailer’s efficiency and allowing it to enhance customer journeys in the future as well as supporting further customer engagement and managing information and water account updates. Along with the enhancements, the Water Plus team is delivering its MyAccount online customer portal, available to small and medium-sized customers, where they can submit water meter readings online and view bills. Its customer teams are gaining National Qualifications in a Customer Service Excellence programme accredited by best practice leaders.

James Hill, Flexys CEO, said:

"We are pleased to support Water Plus’s vision to create a state-of-the-art debt management operation that will help them deliver the very best service to their customers when they need it most.

"The B2B water sector has a diverse customer base, from multinational manufacturers to corner shops, and each customer expects and deserves to be treated according to their own particular circumstances. Water Plus is positioned to lead the field in this respect, and it is rewarding for the whole Flexys team to be involved in this transformational project."

Jamie Gibson, Managing Director of SME and Small Corporates at Water Plus commented:

"Amongst a range of steps we’re taking to enhance customer service and customer engagement, Flexys helps update customer account information much more quickly to support great customer conversations with the latest information and reduces the need for data updates that our colleagues were making. We’re seeing good initial results with our customer interactions from our partnership with Flexys on this project, and our teams are liking the live updates on account information.

"Flexys enables the business to view all our customers at every step, much more easily throughout their journey, which helps with our approach and enhancements around customer experience. As it’s dynamic, we can also respond more effectively to the changing economic backdrops our customers are operating in. It gives our customer teams a single view of customers, their payment history and any current arrangements, which helps us work with customers more effectively, including delivering really informed conversations that can also cover payment options available for organisations."

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