Breakthroughs in innovation, strategy and ways of working

Wessex Water

Wessex Water

We delivered a new way of marketing Wessex Water’s services to increase their stand out, deliver industry recognition and enhance their reputation. All built from identifying central beliefs and perspectives able to connect across relevant people groups – business customers, domestic customers, senior stakeholders, employees and the industry regulator.

We got to the essence of their customer service proposition by consulting first hand with different people groups, weaving together insights from industry, government reports and customer-based studies, and concluding with a series of working sessions with key Wessex Water decision makers.

Based on our recommendation they also brought together all their affordability programmes under a single new brand – TAP (Tailored Assistance Programme) as part of this new customer service proposition.

“For those on low incomes, our tailored assistance programme (TAP) is able to offer support to meet their own financial circumstances. Working closely with debt advisers, we are helping more than 17,500 customers through tap - some through lower charges, some by relieving past debt and others through practical help to reduce water and energy bills.”