Dee Valley Water

Dee Valley Water was originally formed in 1997 with the merger of the former Chester Water Company and Wrexham Water Company.  Dee Valley supplies approximately 62million litres per day to over 258,000 customers.

Dee Valley Water gave us the challenge of creating a new fresh brand image which would represent the local people and area it supplies. They also needed a state-of-the-art website which would keep their 250,000 customers up-to-date and allow them to login to their own account.

The Solution

We started the branding process with extensive research into the market, the local area and the personal service that Dee Valley Water offers.

After creating multiple concepts, we held workshops with over 100 people, some employees, some customers and some long standing residents of the Dee Valley region. We found this hugely positive, as we gained feedback from the people that will be using and seeing the brand every day. Their decision was unanimous with more than 90% opting for final choice.

Water Wide Web

The existing site, had very little functionality and didn’t allow for customers to interact or stay up-to-date with events that effect them. We set about developing a brand new site that did exactly that!

We created custom functionality, including an interactive events map, submitting meter readings or checking water quality in your area to name but a few. The main aim of the site was to develop a login area, where customers could create an online account. In their online account, customers can set up Direct Debits, submit meter readings as well as viewing and making payments.

Head of Customer Services
Wendy Jones

“Dee Valley were undergoing a major customer service project which included both a re-brand and a refresh of their web site.

Wahoo were approached for two reasons, firstly their creative track record and secondly as a business from our customer base we wanted to support local expertise to help us on the journey.

The brand concept was developed into a number of options and Wahoo assisted Dee Valley in engaging its workforce to decide the winning concept. From this began the real work of developing all the collateral that went with it from signs on our vehicles, our values, to power point slides and customer communications.

We showcased these in our stakeholder arenas to great feedback who said that it looked fresh and modern but more importantly showed that we meant business when it came to improving our place in the industry.

The main customer improvements were around the website which was completely re built. Wahoo worked with our project manager and a team that comprised our contact centre team, billing system providers, fulfilment house, payment gateway solution to creatively pull together the brand concept and navigation architecture into a modern and fresh website which was applauded at launch by the Consumer Council for Water as easy to use and a great improvement for our customers.

Dee Valley are proud of the both the web and brand finished products and as with our customers are enjoying using them in their every day working lives.”

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