Water Utility Boosts Self-Service Completion by 90% with Modern Customer Portal

Challenges.

• Low engagement and poor user experience on the existing self-service portal.
• Portal was hosted on an outdated legacy platform, with limited channels and slow responsiveness.
• Rising customer demand for intuitive self-service capabilities across devices.
• Lack of visibility and clarity in customer journeys hindered successful task completion.
• Complexity of the existing system with minimal documentation and code understanding.

Solution.

Coforge led a full-scale transformation of the portal with the following initiatives:

• Modern Tech Stack Implementation: Rebuilt the portal using .NET Core and VueJS, enabling a responsive UI and robust backend.
• Architecture Simplification: Refactored the portal architecture for improved reusability, scalability, and maintainability.
• Journey Optimization: Streamlined complex workflows, delivering intuitive UX/UI tailored for quick task completion.
• Multi-Device Support: Ensured compatibility across web, mobile, and tablet interfaces.
• Code Migration with Minimal Legacy Insights: Successfully replatformed despite limited knowledge of the legacy system.

The Impact.

• 85–90% increase in user journey completion, driving measurable engagement.
• Customer review ratings improved from 2.5 to 4 stars.
• Significant reduction in call center load, with more users shifting to digital self-service.
• Responsive, easy-to-navigate portal accessible across all major devices.
• Uplifted customer satisfaction and trust through a modern digital experience.