SWDE boosts its customer satisfaction

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. SWDE has chosen WAX Interactive and SQLI to revamp its website and make it more user friendly. The aims of the new website are to improve the relationship with customers by allowing them to manage their contracts online via the website and to reduce the call center load.

An optimal service is key

SWDE supplies more than 2.4 million consumers with drinking water, or more than 70% of the Walloon population in Belgium. Since its creation, the company 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 communications with its customers. This system addresses several challenges: increasing productivity while alleviating customer service at the same time, increasing customer satisfaction by offering more services and modernising its image with an ergonomic portal with a sleek design. The Société wallonne des eaux chose WAX Interactive and SQLI for the quality of its creations combined with its rigorous methodology and its experience of large-scale projects.

A new website that meets the customer’s needs

Using the Drupal solution interfaced with SAP, WAX Interactive fully implemented and designed the Société wallonne des eaux’s new portal.

SQLI also assisted SWDE with defining and designing the new services offered. Now, with their personal space, with a few clicks, customers can: encode their water meter 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 a chat service.

We meet the needs of our customers with this new site

Isabelle Dykmans

Commercial Coordination Director

"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.”

The results

1.200.000 unique visitors in less than a year
More than 250.000 customer accounts being created
Copywriting of more than 100 pages in 4 languages