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Published on 13 June 2025

2025 Awards Case Study: Simplifying processes to get great customer experiences

A few years ago, Water Plus faced a problem that was all too familiar to many businesses: their internal knowledge system wasn’t making life easier for teams. The information wasn’t easy to navigate and caused confusion for some - and more controls were needed for process updates being shared across teams effectively. The result? Customers weren’t always getting all their questions answered first time, impacting the experience of both customers and customer teams.