Yorkshire Water is a water supply and treatment utility company servicing West Yorkshire, South Yorkshire, the East Riding of Yorkshire, part of North Lincolnshire, most of North Yorkshire and part of Derbyshire, in England. They serve a large student population and wanted to improve the experience for this customer group.
During the months of June, July & September, Yorkshire Water experience an increase in telephone calls from customers believed to be the ‘student population’ requesting to either move home or close their account. The key challenges were:
“This approach helped us to design and build what the customer wants and not just what we want - Invaluable!” Jennifer Poole, Project Manager, Yorkshire Water
Review of the current ‘Order To Cash’ journey, and development of fit for scale process & controls.
Following a period of high growth, with ambitious plans to continue, the time was right to do a fit for the future review.
After significant growth there was an opportunity to re-engineer process to drive efficiency.