Watering the Future: Seqwater's Strategic Journey Toward Customer-Centricity
Client: Seqwater
Serving as the Queensland Bulk Water Supply Authority, Seqwater extends its reach to over three million individuals across South East Queensland. Their services also span flood mitigation, catchment health management, community recreation facilities, and extensive irrigation schemes supporting local farmers.
Challenge:
Operating within a diverse landscape, Seqwater faced the complex task of aligning services across three primary customer segments: water retailers, commercial customers, and irrigator customers. The goal was to understand and cater to the unique needs of each segment while fostering a customer-centric approach to enhance stakeholder satisfaction.
Approach:
Collaboration was at the heart of our strategy. Engaging Seqwater’s internal stakeholders and
customers, we embarked on a journey that involved:
- Stakeholder Engagement Sessions: Assessing readiness for change and understanding challenges and opportunities.
- Focus Groups with Customers: Exploring improvement opportunities and gathering key insights.
- Co-design Workshops: Collaboratively shape Seqwater’s Customer Experience (CX) Vision and commitments using customer insights and understanding organisational CX opportunities.
- Roadmap Design: Creating a clear four year plan to improve customer focus, aligning with assessments of how customer-centric Seqwater is and where it aims to be.
- Change Management and Communication Planning: Defining strategies crucial for successful execution and ensuring alignment and engagement.
Outcome:
Following our engagement, Seqwater emerged with a roadmap for success:
- CX Vision & Commitments: Defined by diverse engagements, setting the foundation for customer-centric organisational goals.
- Organisational Roadmap: A structured plan spanning four years to enhance CX maturity, aligning initiatives with the CX Vision and Commitments.
- Insights Report: Summarising valuable feedback from stakeholders, customers, and employees, shedding light on opportunities for enhancing customer relationships.
- Change Management Framework, Plan and Tools: A comprehensive guide to manage and reinforce change effectively, aligning organisational strategies toward customer-centricity.
- Communication Plan: A strategic blueprint ensuring effective internal communication and alignment with the CX roadmap.