Improving billing and customer service at major Company Overview Business Challenge Anglian Water, which employs 5,000 people across the UK, provides regulated water, wastewater, and environmental services to more than six million residential, commercial, and industrial customers. It received numerous accolades including the Queen’s Award for Enterprise in Sustainable Development in 2020 and was awarded highest ranking by water industry regulator Ofwat. Anglian Water produces 16,000 invoices each day. The company was looking to improve customer service while normalizing its billing workload in order to smooth cash flow. Its goal was to rank first in the Ofwat water regulator service incentive mechanism (SIM) program, which resulted in securing a large financial incentive.

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