Utility Week

28 | 8TH - 14TH FEBRUARY 2019 | UTILITY WEEK Operations & Assets Utility Week Awards winner case study D igital innovation in industry is key in today's world of smartphone tech- nology, and the utilities sector is no different. For their work in developing an inno- vative customer service app, mobile app development company Apadmi and United Utilities received the Customer Engagement Award at last year's Utility Week Awards, held in London in December. Customer benefits The first mobile solution for North West- based United Utilities allows its seven mil- lion customers to "manage their account on their terms". The entrants say the mobile app is about giving customers "more control". Customers can pay bills, upload meter readings and view their payment history at the tap of a button regardless of location or time. A huge growth in smartphone ownership created an opportunity for United Utilities to transform the ways customers communicate with the company, as well as revolutionise how staff work internally and how United Utilities is seen in the water industry. United Utilities has an "active digital cus- tomer base" consisting of around 2.9 million people – around a third of its customer base. The entrants add that while there is an immediate opportunity to give these custom- ers more control and a better experience, the real ambition is to grow the number of cus- tomers who interact digitally by creating a new way for them to manage their accounts. Every customer can now use the app and its intuitive user interface to pay bills, view statements and check payment history. The app enables users to both take and submit a meter reading, and it comes with built-in torch and camera control to help take a picture and enter the reading of a meter hidden away in a dark space. Furthermore, the contact hour restric- tions associated with contacting United Util- ities have been removed completely. United Utilities says the technology has "stream- lined the customer journey" and removed "time-consuming processes and forms". What were the KPIs? United Utilities wanted to be the first to offer a native self-service app, which was innova- tive in its design and functionality. The initial key performance indicator (KPI) for the project was based purely on new customer registrations within the app – to gain 30,000 in the app's first year, a target than was reached a"er ten months. The four KPIs of the project were to: • Make life easier for customers by bring- ing self-service into the core offering. • Increase engagement with customers by improving their experience. • Drive a digital shi" within the business by creating a new mobile channel. • Launch the first native app within the United Utilities blazes a trail with digital platform The app Apadmi developed for United Utilities was an instant hit with customers – and bagged both companies a prestigious Utility Week Award for Customer Engagement. Here's why they won. MARCUS HADFIELD, CHIEF STRATEGY OFFICER, APADMI "We're thrilled to have won the Customer Engagement category with United Utilities – it's been a great, collaborative partnership since we kicked the project off. "We're already learning more about how customers are using the app, and we've got exciting plans to take it to the next level. The pressure is on for a repeat win!" LOUISE BEARDMORE, CUSTOMER SERVICES AND PEOPLE DIRECTOR, UNITED UTILITIES "We're thrilled with the uptake of our app so far, which has increased our digital customer base by 146,000. We hope this helps to further build those key engagements with our customers." Winner's comments

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