The customer experience at the heart of Société wallonne des eaux's digital strategy

The Société wallonne des eaux, a major player in the supply of water in Belgium, is redesigning its website as part of its strategy to improve customer satisfaction. The website is available in 4 languages, and is sleek, ergonomic, and offers more services and useful information. The Société wallonne des eaux was keen to meet the increased demands of its customers and turned to SQLI to develop this portal.

A new customer-focused brand image

The Société wallonne des eaux (SWDE) has been the main public drinking water production and distribution company in the Walloon region for more than a century. It supplies more than 2.4 million consumers with drinking water, or more than 70% of the Walloon population in Belgium.

Since its creation, the SWDE has done its utmost to guarantee its customers an optimal service and anticipate their demands. Within this context, it wanted to overhaul its web platform to facilitate communication with its customers. This system addresses several challenges:

• To increase productivity while alleviating customer service at the same time
• To increase customer satisfaction by offering more services
• To modernise its image with a portal which has a sleek design and is ergonomic.

During a call for tenders, the Société wallonne des eaux chose SQLI for the quality of its creations combined with its rigorous methodology and its experience of large-scale projects.

Online services which facilitate life

Using the Drupal solution interfaced with SAP, SQLI fully implemented and designed Société wallonne des eaux's new portal.SQLI also assisted SWDE with defining and designing the new services offered. Now, with their personal space and with a few clicks, customers can: encode their index, carry out procedures in the event of moving in or out, view their latest bills, simulate their consumption, change their personal contact details or even make payments via zoomit.

They also have access to information in real time about the water in their commune, thanks to a dashboard which indicates whether or not there are works or incidents close to their home.  In the event of questions or a need for assistance, customers can view the FAQs or ask an advisor via the chat service.

The new portal got a more than enthusiastic reception from SWDE's customers. With a responsive design and available in 4 languages, it has led to more than 250,000 customer accounts being created and 1.2 million unique visitors in less than a year, or more than double the previous one.

« Thanks to our new website, the information is more accessible, and customers can now do everything online and therefore be much more independent. We can say that we met the needs of our customers with all these new services and we are very proud of them. We were won over by the quality of SQLI's accomplishment. They really knew how to meet our expectations. We were very impressed by their unwavering rigour and their professionalism. Our collaboration was excellent. Partners like SQLI are rare,» says Isabelle Dykmans, Commercial Coordination Director at Société wallonne des eaux.