Pennon Water Services Ltd, trading as Source for Business, is a leading water and wastewater retailer serving over 150,000 business customer accounts across the UK. As a joint venture between Pennon Group Plc and South Staffordshire Plc, the company brings more than 25 years of expertise in water, wastewater, and trade effluent management.
With services ranging from water efficiency advice and leakage support to contingency planning and smart metering, Source for Business is dedicated to simplifying water management for businesses of all sizes. Their focus on accuracy, transparency, and customer satisfaction has earned them high Trustpilot ratings and recognition as one of the top four performers in the UK water retail market
The Challenge
Pennon Water Services needed to modernize its contact centre operations and payment systems. The company faced several key challenges:
Customer identification inefficiencies: Service agents spent valuable time manually confirming customer accounts.
Payment limitations: Their previous solution could only process one payment per call, frustrating customers with multiple accounts.
PCI compliance risks: Manual interventions were required to stay compliant with PCI DSS, including deleting call recordings containing sensitive cardholder data.
System reliability issues: Previous telephony providers had recurring service failures, negatively impacting customer experience.
These issues created unnecessary strain for agents, impacted morale, and limited Pennon’s ability to deliver the seamless, secure customer service it promised.
The Solution: Salesforce Telephony Integration with Vonage and PCI Pal
Pennon Water Services partnered with CX Labs to design and deliver a modern, integrated telephony and payments solution within Salesforce.
The transformation included
Vonage Contact Centre Integration Salesforce-native telephony allowed incoming calls to automatically surface customer account records, reducing call times and improving agent efficiency. Customer identification could be verified seamlessly through phone numbers or security questions answered during IVR.
PCI Pal Agent Assist Secure payment processing was enabled through PCI Pal’s Agent Assist solution, integrated with Vonage’s IVR. Customers could enter card details via DTMF (keypad tones) without exposing data to agents, ensuring PCI DSS compliance and eliminating the need for manual data deletion.
Automated Multi-Payment Handling Unlike the legacy system, the new platform supported multiple payments in a single call, making the experience far more convenient for customers with multiple sites or accounts.
Together, Vonage and PCI Pal created a cloud-based, Salesforce-integrated environment that enhanced both security and efficiency.
The Results
The implementation delivered significant improvements
Improved Agent Experience: Customer accounts now pop up automatically, reducing time spent searching and boosting morale.
Secure, Seamless Payments: Customers can make multiple payments in a single call, with PCI DSS compliance built-in and no manual interventions required.
Data Visibility: With Salesforce integration, Pennon now has clear visibility into customer interactions, transactions, and payment plans.
Reliability & Trust: Agents and customers alike benefit from a system that is more stable, efficient, and secure than previous providers
Looking Ahead
By partnering with CX Labs, Pennon Water Services has transformed its telephony and payment infrastructure into a modern, Salesforce-driven platform. With secure, compliant, and efficient processes now in place, the company is well-positioned to continue delivering its commitment to **simple, accurate, and timely billing **while maintaining the high level of customer service that Source for Business is known for.
_To learn more about Source for Business and their services, visit source4b.co.uk _