Norfolk Water – Customer Portal, Billing Automation & Service Requests

Delivered a secure customer portal and service management system for Norfolk Water to improve customer self-service, automate billing notifications, and streamline service requests.

• Reduce inbound support calls by enabling self-service
• Automate billing and notification workflows
• Provide service request tracking and status updates to customers

• Secure customer data and authentication across services
• Synchronizing billing data with legacy systems
• Providing an intuitive portal for non-technical users
• Multi-channel notifications (email, SMS) and SLA tracking

• Implemented a responsive customer portal with secure authentication (OAuth2 + 2FA option).
• Built billing automation: scheduled invoices, payment reminders, and reconciliations integrated with the client’s finance system.
• Created a service request module with ticketing, SLA status, and technician assignment.
• Added an admin dashboard for customer service reps with search, user history, and bulk actions.
• Implemented role-based access, audit trails, and GDPR-compliant data handling.

• Customer support calls reduced by 60% after portal rollout
• On-time invoice payments improved by 22%
• Average ticket resolution time reduced by 35%
• Improved customer satisfaction scores within 2 months