Welsh Water use Anypoint Platform™ to create a flexible integration layer that sits between its front- and back-end systems, so customer data can flow freely between them. This layer is built with a number of reusable APIs that support greater automation and self-service in the customer journey.“We want to spend more time having quality conversations with customers who need our help the most — such as those experiencing  financial difficulties, learning problems, or complicated home lives. By reducing the time our service agents spend doing basic transactions, we’re freeing them up to focus on supporting those who need us most. 

Ultimately, that’s providing a better customer service, and better outcomes for the people of Wales,” explains Kit Wilson, Head of Transformation, Welsh Water.Welsh Water is also using API-led integration to create a single view of the customer. 

This will bring the company closer to realizing its goals of optimizing customer experiences and driving greater operational efficiencies, by enabling more self-service and equipping service teams with better insights into customer journeys.“The APIs we’ve built with MuleSoft can be reused in other channels, and to give our service agents information that helps them create better experiences for our customers.

Our aim is to build a single omnichannel customer view for anyone in our business who interacts with customers. This means when a service agent answers the phone, they already know who the customer is and what they need.”