Feedwater reduce administration burden and increase efficiency with new Customer Portal

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Polymorph’s software experts develop a much-needed Customer Portal for Feedwater.

Challenge

Feedwater Ltd is a manufacturer and supplier of water treatment chemicals, equipment and water softeners, backed up by specialist consultancy services to keep commercial customers safe and industrial plants running. A UK-based industrial water treatment company, they specialise in commercial applications and are experts in treating boilers and cooling water systems, Legionella control, chlorine dioxide products and effluent and wastewater treatment.

Feedwater helps its customers to manage many Health and Safety compliance issues and one of the outcomes of this is a large volume of reports and supporting documentation, which customers often need to produce as evidence in Health & Safety inspections. Originally, these documents were sent out via email in a manual process, and when customers require duplicates then the process is repeated.

“Customers ring and request information such as laboratory sample certificates, health and safety documents”, said Martin Revans, Finance and IT Director. “We would have to search our data systems manually for the information. It was a very reactive paper chase to find the information the customer needed, often quite urgently”.

Main challenges:

  • Staff interruptions to their daily routine.
  • Part time staff not equally skilled to find the information required.
  • IT backward from a customer point of view, with other organisations offering portals to access information far more efficiently.
  • Not having a document storage system which customers could access themselves for retrieval.

“We are in the middle of a five-year growth plan”, continued Martin. “We aim to double our sales in that time and to help us achieve this, we needed a system that was up-to-date, easy to use and less time-consuming for both our staff and our customers”.

Solution

Experts in software development Polymorph were asked to create the Feedwater Customer Portal. The portal allows customers to log in and see specific PDF versions of Lab Certificates, Legionella Risk Assessments, Photo Reports and Material Safety Data Sheets, Service Reports, Service Agreements relating to the contracts that they hold with Feedwater as well as Miscellaneous Reports and Activity Schedules which shows the planned work which Feedwater is contracted to carry out for that customer. The system accesses Feedwater’s internal back-end databases to retrieve the information and presents it to the customer in a quarantined environment. This gives data access safety (as the back-end databases are never accessed by the customer), removes the need for manual intervention and allows customers to access the information as often as they need.

Beyond the customer-specific information, the portal also allows Feedwater to share other useful resources, such as links to industry standard information as well as their own internal documents relating to accreditations, compliance, insurance and health & safety, offering a new level of assistance and transparency.

Result

As well as offering Feedwater a great way to communicate the information they already had available, it now provides a solid base for them to provide further classes of information in future and is making them more responsive to their customers’ needs.

More than a hundred of Feedwater’s 500+ contract customers have already registered to use the Customer Portal, and the benefits for both customers and staff have been great.

  • Reduced administrative burden and increased efficiency and productivity as a company.
  • Central point of information for both sales staff and customers.
  • Ease of accessibility.
  • Reduced interruptions.
  • Improved contract management for Feedwater staff.
  • Created a new reason to meet with the customer and talk about how we can better support them.
  • Increased the number of customer staff involved in communicating with Feedwater.
  • Reduced waiting times for customers seeking documentation – they can self-serve.
  • Reduced customer churn.
  • Provided a solution which is beneficial for appeasing HSE during audits.

“We are extremely happy with the new customer portal,” concluded Martin. “Polymorph’s extensive software development knowledge is second to none. The hardest thing is to find good suppliers whom you can trust, who have values like your own and whose work represents good value. The essence of a good supplier is one who represents good value to me”.

Client

Feedwater Ltd is a UK Water Treatment Company, established in 1976 specifically to supply products and services for the treatment of water for steam boilers, cooling towers, building services and industrial processes. They are one of the leading companies in the field, offering services to many major UK and overseas organisations.

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Polymorph’s extensive software development knowledge is second to none. The hardest thing is to find good suppliers whom you can trust, who have values like your own and whose work represents good value. The essence of a good supplier is one who represents good value to me.
Martin Revans, Finance and IT Director
Feedwater