Anglian Water mejora la experiencia del cliente con la integración de billetera digital

Anglian Water redefine los pagos de los clientes a través de la innovación digital

Anglian Water, the largest water and water recycling company in England and Wales by geographic area, serves nearly seven million customers. With an increasing number of customers preferring digital payment methods, the company recognized the need to modernize its payment system to meet customer expectations.

Based on research that showed digital wallet options improve customer satisfaction substantially, Anglian Water decided to enable the use of Apple Pay and Google Pay when making payments. By doing so, the company would make paying bills faster, easier, and more secure, allowing customers to complete the process in just two clicks. In this way, Anglian Water would make the payment process more customer-friendly and position itself as a leader in digital innovation within the utilities sector.

Launching a streamlined digital payment experience

To achieve this goal, Anglian Water partnered with Capgemini, forming a team that could carefully plan and implement the new digital wallet payment options. Operating as a single, unified team, the partners established an iterative delivery approach that ensured rigorous testing and feedback could guide development by quickly identifying technical issues to be fixed.

Over a six-month period, Anglian Water and Capgemini used a combination of structured planning and adaptive methods to build a secure and flexible eCommerce Payment application. Recognizing a need for additional knowledge, the project team underwent additional training that would enable more effective end-to-end ownership of the project and engagement with third parties.

Throughout this project, the partners followed a microservices architecture hosted on the Azure Platform as a Service. This payment application is comprised of API Manager, Function Apps, MVC Web App, Orchestrator Function App, Event Grid, Logic App, and Azure SQL, all of which support Apple Pay and Google Pay. These new payment options were designed to work across all devices and were compatible with both Android and iOS platforms.

Reaping the benefits and setting future goals

Desde el lanzamiento de las nuevas opciones de pago en octubre de 2023, Anglian Water ha experimentado un cambio significativo en el comportamiento de sus clientes. Procesos de pago más rápidos y sencillos mejoraron la satisfacción del cliente, lo que ha dado como resultado que el 35 % de los pagos se realicen ahora mediante billeteras digitales en lugar de las tradicionales tarjetas de débito y crédito. El proyecto no solo mejoró la experiencia de pago en general, sino que también reforzó la posición de Anglian Water como líder en innovación digital del sector.

De cara al futuro, Anglian Water se compromete a continuar su transformación digital. La compañía planea explorar más servicios digitales que puedan mejorar aún más la satisfacción del cliente, mientras que su colaboración continua con Capgemini seguirá siendo fundamental para impulsar futuras innovaciones. A medida que Anglian Water amplía su oferta digital y optimiza sus operaciones, el enfoque seguirá siendo brindar el mejor servicio posible a sus clientes, asegurándose de que sean el centro de cada decisión.