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08–10 OCTOBER 2019 | NEC | BIRMINGHAM News

Wolseley: implementing a digital-first invoicing strategy

11 Jul 2022
Wolseley is a leading supplier of plumbing, heating and cooling products to the trade, with 500 branches throughout the UK.

As part of its digital transformation strategy, the company wanted to create a new eBilling service that would deliver an industry-leading customer experience and attract the new generation of plumbing and heating engineers.

Wolseley partnered with Macro 4 to create a new, one-stop eBilling solution based on the Columbus enterprise information management software. The new system is designed to be simple and easy to use to encourage adoption by customers.

Business Challenge

Wolseley faced a number of challenges in trying to encourage its customers to switch to electronic invoicing. The company's existing solution delivered a poor customer experience with a complicated sign-up process and limited self-service capabilities, which meant few customers were registering to go paperless.

To deliver a better digital service and cut down the high number of incoming customer requests, Wolseley also wanted to make a wider range of documents available online through a new self-service portal. 

Transformation

Wolseley worked with Macro 4 to deliver a user-friendly, one-stop eBilling solution with comprehensive self-service capabilities. The new system, based on Macro 4's Columbus enterprise information management platform, has a simple sign-up process and is designed to optimize the customer experience.

Customers can easily access a seven-year history of invoicing and POD documents in one place. Exisiting eBilling customers have switched over quickly to the new solution and the company is confident it can now transition all customers to digital.

Business Benefits

  • An industry-leading customer experience with a simplified customer registration process and enhanced self-service
  • A reduction in customer requests as customers have online access to a seven-year history of all documents
  • A fast transition to digital: 14,500 customers switched to the new solution within six months
  • A digital-first capability: all future customers will now benefit from the convenience of eBilling

"Our customers are increasingly looking for digital solutions to help run their businesses. If we don't provide them, they'll go elsewhere. We knew it was time to replace our old eBilling system with a more comprehensive self-service offering - and adopt a truly digital-first approach. It was all about making life easier for our customers so they keep coming back to us." Roger Connett, CTO, Wolseley

To find out more read the full case study here  https://www.macro4.com/files/5016/5529/5609/Wolseley-case-study.pdf

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