Water Plus and Flexys are working together to transform the business water retailer’s debt management and collection technology infrastructure, enhancing customer journeys across its business. Water Plus, the UK’s largest B2B water retailer serving more than 700,000 customer supply points in England and Scotland, is using the Flexys Control+ platform as part of an ambitious digital project focused on customer experience and engagement.
Control+ 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 Control+ platform 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 Control+ 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 Control+ 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.”
About Water Plus
Water Plus is the largest water retailer in the UK and provides water and wastewater services, including billing, customer service, meter reading, account management and technical water services for over 710,000 customer supply points in England and Scotland, including businesses ranging from single sites to manufacturers and multi-sites. Water Plus is a winner of a UK Customer Satisfaction Award in March 2023 and winner of two National Sustainability Awards, in October 2022, including for its work helping organisations to reduce water waste. More information about Water Plus and the services it provides can be found here.
To explore the options to vastly improve your debt collection operation, and hear more about the transformative results that Flexys clients achieve,
Click to watch Mike Jones, DCA and Debt Strategy Manager at Water Plus, talk about Control+ and what it’s like to work with the Flexys team: