Integrated, sustainable mail solutions for utilities

Cost-conscious procurement

Across the utilities sector, pressure to improve customer experience and operational efficiency is a top priority. According to a SAP News survey of water companies across England and Wales, 34% of organisations described cost pressures as ‘challenging’ and 18% said their budgets were ‘unpredictable’ ahead of the next regulatory planning cycle.

Every pound counts, and inefficient legacy workflows for customer communications (such as manual printing or posting, reworks, and error corrections) quietly drain budgets by causing unnecessary printing, postage, labour, and administrative overhead.

A streamlined, digital-first infrastructure reduces costs, labour, waste and improves sustainability performance. Resources are freed up for vital upgrades, compliance, and investment in service quality. Many utilities choose a unified mail and communications platform like Aceni to achieve cost‑effective, efficient transformation, long‑term savings and operational resilience.

Bridging digital gaps in procurement

Procurement teams must source suppliers that balance strict industry and regulatory standards, meet commercial goals, and facilitate user requirements.

Within the utilities sector, legacy systems and limited digital infrastructure continue to complicate operations. Procurement teams tackling manual processes, fragmented workflows, and hidden costs benefit from a reliable, robust centralised solution with a single validated supplier.

The sustainable communications platform Aceni brings control, ensures compliance, and delivers predictable budgets.

For utilities procurement managers, choosing an Achilles UVDB-registered sustainable mail supplier reduces prequalification risk and effort, particularly when combined with proven experience of systems like Kraken.

Protecting customers and data  

Billing and communication issues are among the biggest drivers of customer complaints in the utilities sector. In fact, 73% of UK water and energy customers expressed doubts about the accuracy of their bills.

These issues often stem from fragmented processes, outdated systems, and poorly coordinated customer communications. Furthermore, poor data security in handling customer documents adds unnecessary risk that can be eliminated by adopting a single sustainable mail solution with full traceability, whether via post, email, SMS, or a portal.

Reduce manual intervention to minimise the chance of human error, ensure that only authorised communications are sent, and help maintain data security and audit trails. For utilities committed to reducing complaints, enhancing customer satisfaction, and protecting data, Aceni is a significant operational upgrade.

Smart system connectivity

In the utilities sector, seamless integration between platforms is critical to running accurate, compliant, and customer-centric operations. Providers rely on accurate information. Any discrepancy between CRM data and customer communications can quickly lead to errors, increased call volumes, and customer dissatisfaction, as expectations for automated workflows, real-time updates, and consistent omnichannel communication rise.

Aceni ensures that every message is driven by a single, authoritative data source, enabling teams to reduce manual processes, eliminate duplication, and maintain full visibility and auditability.

Remove inefficiency, produce sustainable documents, and reduce costs with more targeted, accurate delivery. For utilities seeking greater resilience, control, and operational performance, Aceni is the communication solution that integrates seamlessly with existing systems.