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The customer

Castle Water is the UK’s leading independent business water supplier, providing water and wastewater services to hundreds of thousands of businesses, charities and public bodies.

The challenge

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  • An ageing website and outdated CMS made it impossible to meet customers’ expectations to transact digitally.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.
  • Disorganised content meant customers could not find the information they needed, causing new business acquisition and customer retention to suffer

I have known Squiz for several years and worked with them in a previous role to build two websites for us in a very short space of time. Their approach and technology are first class, and I had no hesitation in appointing them when we needed our new website designed and built at Castle Water. Starting off with some discovery work, they quickly grasped what we were looking to do and developed a set of requirements and wireframes, that really hit the mark.

David Bain
Director of Digital & Marketing
The approach

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

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 first week
  • All payments now validated

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

We now have a great new user centered website, that’s very easy to use and update, is much, much faster than before and has given us some SEO benefits. We have seen some great results from the site in a few short weeks since launch, including a four-fold increase in online payments, which are all fully validated. We look forward to working with the team at Squiz on further developing the website, including personalisation and more self service for our customers.

David Bain
Director of Digital & Marketing
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