400% increase in online payments for Castle Water

Background

As an entirely independent retailer, they are committed to delivering cost reductions and quality customer care; however, several challenges threatened to compromise this promise.

• An aging website and outdated CMS made it impossible to meet customers’ expectations to transact digitally.
• The dated payment system could not reconcile payments and reference numbers, increasing manual hours for their finance team.
• Disorganized content meant customers could not find the information they needed, causing new business acquisitions and customer retention to suffer

The pitch

In a competitive pitch, Castle Water selected Squiz Consulting and Digital Experience Platform (DXP) to redevelop their digital platform. Together Squiz and Castle Water designed a new web presence that aimed to

• Increase customer self-service functionality
• Improve security, ensuring the safety of customer data when processing online payments
• Scale up the volume of customer transactions online to validate hundreds of transactions each week

Working with the Squiz services team

The Squiz consulting team mapped user journeys, conducted a competitor analysis, and audited Castle Water’s tech stack to build a digital strategy. This led to the delivery of

• A new website with a streamlined look and feel and simple but scalable content management
• New search functionality implemented with Funnelback to help customers find the information they need
• A new payment system able to index, filter, and search across multiple data source

The results

The first phase website launch achieved impressive results:

• 400% increase in online payments within the first week
• All payments are now validated

Castle Water will focus on further developing its customer self-service functionality in phase two of the project.