Helping Thames Water deliver a large-scale water efficiency programme
For more than 20 years, SOLO has supported Thames Water with water efficiency initiatives, providing everything from bespoke online tools and reporting dashboards to product sourcing, fulfilment and customer support.
Over the course of the programme, the service evolved to meet changing requirements while continuing to support thousands of customers each year.
The Challenge
Thames Water needed more than a fulfilment provider.
The programme needed to make it easy for customers to understand their water use, identify suitable water-saving products and order them for delivery. Behind the scenes, Thames Water also needed accurate reporting, stock management, reliable fulfilment and a clear view of how the programme was performing.
Our Approach
Rather than providing individual services, SOLO managed the programme across customer engagement, digital platforms, product sourcing and fulfilment.
This included:
- A bespoke Water Efficiency Calculator
- An online product ordering platform
- A trade portal for installers and home visit teams
- Live reporting dashboards
- Product sourcing and storage
- Pick & pack fulfilment
- Customer support by telephone and email
- Customer satisfaction monitoring
- Regular reporting and review meetings
Bespoke Water Efficiency Calculator
The Water Efficiency Calculator gave customers a personalised assessment of their water use before they ordered products.
Customers answered questions about their household and water use, with the results used to provide recommendations and identify products suitable for their circumstances. This helped avoid unnecessary product distribution while giving customers practical information about how they could save water.
The calculator also generated reports that could be used to provide customers with a record of their assessment and recommendations.
Connected Customer & Trade Platforms
The calculator formed part of a wider digital platform.
SOLO provided an online product ordering website for customers, alongside a separate trade portal used by Thames Water staff and partners carrying out home visits.
The trade portal was connected to the home-visit process, allowing product installations to be reconciled against the central database. Ordering allowances could also be linked to the number of products partners had installed, helping keep stock and installation records aligned.
A mobile version of the calculator was also used by installers, with customers receiving a report following the visit.
Live Reporting Dashboard
A single view of campaign activity, performance and customer engagement
Product Sourcing & Innovation
SOLO sourced, stored and distributed a wide range of WRAS-approved water-saving products, working with established manufacturers and adapting the product range as campaign requirements changed.
But sourcing didn’t always mean simply selecting an existing product.
Developing a better product
When customers reported problems with an existing showerhead, SOLO worked with a new supplier and Thames Water to investigate the issue. The problem was traced to the way an internal O-ring could fail.
SOLO then worked with the manufacturer to develop a redesigned showerhead using an ultrasonic-welded assembly. The new product underwent testing by the supplier, manufacturer and client before being submitted for WRAS approval. It was subsequently introduced across the programme, with no further reports of the original fault.
Fulfilment & Distribution
Once customers began ordering products, SOLO managed everything behind the scenes, from receiving orders and managing stock through to quality checking, pick & pack and despatch.
This included:
- Product sourcing
- Secure warehousing
- Stock management
- Pick & pack
- Quality checking
- Despatch by mail and courier
Delivering at Scale
The programme typically handled a steady flow of customer orders, but demand could increase dramatically following promotions.
On one occasion, demand surged dramatically, with more than 7,200 orders received in a single day, followed by thousands more during the week that followed. SOLO increased staffing and extended operating hours to keep orders moving, while keeping Thames Water informed throughout.
The agreed service levels included rapid despatch and delivery within agreed timescales and volumes. Both KPIs were achieved.
Measuring Customer Experience
Customer feedback was built into the programme.
CSAT forms were included with customer orders, while automated follow-up emails invited customers to provide feedback online after their order had been despatched. Responses were captured and supplied to Thames Water for evaluation.
SOLO also provided telephone and email support for Thames Water customers, helping manage enquiries alongside the digital and fulfilment elements of the programme.
The Results
A complex customer engagement programme delivered at scale.
Looking for something similar?
Whether you need a bespoke calculator, customer ordering platform, reporting dashboard, product fulfilment or a combination of services, talk to SOLO about what you’re trying to achieve.