Our bespoke MyAccount solution used an open source Laravel framework with third party integrations. In non-tech terms, this meant a secure base with plenty of flexibility for the different actions customers might want to complete.
We built in two levels of engagement to encourage as many people as possible to use the portal. Customers can choose to register and manage all aspects of their SES Water account: viewing bills and payments; submitting meter readings; making payments; setting up direct debits; and getting updates on water consumption or supply issues in their area.
For customers not wishing to register, a customer authentication feature means that essential account activities like submitting readings, making payments and arranging direct debits, can still be completed.
Having designed the portal to work for all SES Water customers, we then helped get word out, supporting the MyAccount launch with engaging HTML designed emails. A dedicated landing page, with FAQs, was also created to help people get set up and make full use of the new service.