Episerver helps South West Water deliver a website that puts the customer at its heart

Based in Exeter, South West Water [SWW] are a water and waste service utilities company that serves over 1.6 million people throughout Cornwall, Devon and in areas of Dorset and Somerset.

The challenge

SWW sought to deliver a centralised website that would put its customers at its heart. The website needed to enable all current services to be accessed online quickly and easily by all customers and to promote the use of self-service functions. SWW aimed to increase customer satisfaction, to increase ‘My Account’ sign ups and transactions, and to monitor the impact the site has on Ofwat’s Service Incentive Mechanism (SIM) score.

The solution

CDS built the website on Episerver, enabling content managers to deliver a more engaging experience and attracting users to complete key tasks online. Search Engine Optimisation (SEO) and the design and User Experience (UX) of the site were improved, with much benefit to the user journey. The search dropdown, category refine and predictive search were also all dramatically enhanced.

The results

The new revamped website and homepage launched, promoting key tasks and introducing second and third level deep linking. Social media feeds were added, to keep the site content fresh and to create a buzz around the SWW brand. The responsive design of the website now works more effectively across digital channels, to deliver a compelling customer experience that helps meeting business goals, increasing self-serve usage and increasing device agnostic and multi-channel capabilities.

The new site scored highly for usability – scoring 97/100 on mobile, 92/100 on tablet and 78/100 on desktop. Traffic from mobile phones increased by 25% year-on-year, and the website performance improved by 83%, according to Hubspot website grader.

The work Episerver & CDS carried out has really helped the business understand our online audience further, and has delivered visual designs that capture the ethos of SWW and the overall needs of the customer.

Jo Ecroyd, Director of Domestic Customer Service, South West Water

Mobile traffic increased by 25% YOY

Website performance increased by 83%