Goulburn Valley Water is an Australian water service company located in Shepperton, Victoria that attends 60,000 clients from a population of 128,000 people. It reaches 54 towns that are connected to 37 water supply systems and 26 wastewater management facilities.
In the last few years, the company started a digital transformation project to modernize its offering and become more relevant to final users. Despite that they had some trainers who helped them with the customer journey mapping, they were struggling with having the team understand what it actually meant and how to do it properly.
After some recommendations, Goulburn Valley decided to come to Tom and Conscious Agency but the challenges were not short. Thomas W. Green, the co-founder of Conscious Agency, explains: “Both the timescales and the budget were limited. The training had to be delivered in quite a short time and due to the historic lack of expertise with previous trainers, the client didn’t want to schedule anything more than a half-day training”.
At that point, half-day training would not do any justice to the required customer journey mapping. Fitting what is usually a 3-day workshop in a half-day training is not an easy task.