Customer Relation Management software package

Tender description

Northumbrian Water Limited (NWL) customers are currently able to create and login to an online account to view current and historic bills and undertake minor account administration. The login process is currently managed within NWL and is linked to Northumbrian Water's Customer Information and Billing System for authentication. In 2017 the existing billing system will be retired and a new Customer Identification and Management (CIAM) solution will be required. As a result of customer feedback, there is a drive within NWL to give a better online customer experience and the new solution will provide an ideal starting point, it should provide a better sign-up experience for customers and provide greater insights into customer needs. It would also present to NWL an opportunity to improve our current system creating a foundation to build current and future web services upon.