Water Supply of the City of Zurich (WVZ)
The Starting Point
The Problem
Customers wanted to view invoices, consumption, and master data easily and digitally at any time. At the same time, around 1'000 recurring requests per year burdened customer service.
The Solution
Quatico built a secure customer portal for WVZ that enables self-service for invoice, consumption, and master data and integrates seamlessly into the existing infrastructure of the City of Zurich. This reduces recurring requests, and customer service can focus more on more complex matters. From the outset, the solution is built so it can be extended step by step.
The Implementation
Together with WVZ, Quatico built a modern, secure customer portal that gives private and business customers intuitive access to relevant data – fully integrated into the city infrastructure. The initial MVP was defined in a Mission Analysis. The portal was implemented and put into operation in around 5 months. The focus was on self-service for recurring matters and independent use outside office hours.
Digital onboarding & identification process
Registration via contract account number and email, supplemented by a code sent by email or letter for secure identification.
Invoice overview & PDF download
A transparent invoice overview with download of invoices as PDF.
Consumption data overview & CSV export
Consumption data available at any time – including an export function for further analysis.
Customer data access
Access to relevant master data such as owner and billing address.
Back-office module for customer service
User overview, request management, and virtual customer access for fast support with more complex matters.
Integrations & secure architecture
Connection to SAP and the City of Zurich's 'Mein Konto' identity – embedded in the existing infrastructure.
Measurable Successes
The MVP already delivered clear added value: customers get immediate access to invoice and consumption data, and customer service can focus more on personal support for special cases.
Relieved customer service
Self-service reduces repetitive requests and frees up capacity for complex cases.
More transparency for customers
Invoice and consumption data are traceable at any time – with no waiting times.
Fewer media disruptions
Downloads, filters, and export functions support efficient, digital service handling.
Extensible for the next steps
A foundation for features such as eBill, notifications, newsletters, or multi-user support for business customers.
What our customers say
The self-service approach relieves us noticeably: customers view their invoices and consumption data, and we can concentrate on more complex requests.
Marco Berni
Head of Customer Service Department
Water Supply of the City of Zurich (WVZ)
A digital revolution with the CDS Platform
With Quatico's Composable Digital Services (CDS) Platform, you start ahead of the curve. Use ready-made services for a fast project launch. And you get a functionally and technologically proven foundation that makes every integration succeed.
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Find out how a configurable customer portal can increase your service quality and relieve your customer service. Monika will be glad to advise you.