Excellent 5* RatingRope and Marine Services Streamlines Water Accounts and Improves Service Experience
Client – Rope and Marine Services
Industry – Manufacturing
Service Provided – Business Water Supplier Switch & Site Consolidation
The Challenge
Rope and Marine Services had grown increasingly dissatisfied with their previous water provider due to poor customer service and recurring billing issues. They were receiving incorrect bills across multiple sites and wanted to switch to a provider that could offer better service, improved billing accuracy, and more efficient account management.
""We were frustrated with poor service and incorrect billing from our previous provider. The team made the switch effortless — consolidating our sites and moving us to a supplier that actually delivers on service and accuracy. We're really pleased with the outcome.""M.D. - Rope and Marine Services
5
Star Customer Supplier Service
1
Consolidated Utility Contract
3
Account Billing Issues Resolved
Rope and Marine Services: out of poor service, into accurate billing across consolidated sites
Rope and Marine Services were paying out for water across multiple sites with bills that kept arriving wrong, on a supplier relationship that wasn’t getting fixed. We moved them off it and consolidated the lot onto one supplier where billing actually matches consumption.
What was going wrong
Rope and Marine Services run from multiple sites and were having two related problems with their incumbent water supplier. Bills weren’t accurate, and when they queried them the response was slow and the resolution was patchy. Once that pattern starts, it tends not to fix itself.
The team didn’t want a different version of the same situation. They wanted to move retailer, but only to one with a track record on multi-site billing accuracy and on actually answering the phone. They also wanted to use the switch to clean up the legacy account problems that had built up.
We were frustrated with poor service and incorrect billing from our previous provider. The team made the switch effortless — consolidating our sites and moving us to a supplier that actually delivers on service and accuracy. We’re really pleased with the outcome.
Managing DirectorRope and Marine Services
What we did
Shortlisted retailers on service, not just price
For a customer who’d already been burned on service, the cheapest unit rate isn’t the right answer. We filtered the shortlist down to retailers with a strong record on multi-site billing accuracy and account management.
Consolidated the multiple sites onto one account
All of Rope and Marine’s supply points moved onto one account with the new retailer. One contact, one set of invoices, one renewal date instead of several spread across the year.
Cleaned up the historic billing issues during the switch
Three outstanding billing inaccuracies on the old account were tracked through to resolution as part of the move, rather than left behind to deal with later.
What changed
Bills that actually match the supplies
The new retailer’s billing reconciles cleanly to each site’s consumption. The recurring “is this right?” check that had been part of the finance team’s month is no longer there.
Service that responds when something needs sorting
The new supplier earned a 5-star service rating from Rope and Marine. Faster response on queries, fewer queries to begin with.
One contract instead of several
Multiple sites consolidated onto a single account. Renewal management is one date, one project, one conversation.
Common questions
Does switching business water retailer disrupt supply?
Can outstanding billing problems with an old retailer be resolved during a switch?
Why does service quality vary so much between water retailers?
Is consolidating multiple sites onto one supplier worth it on its own?
Could a similar switch work for our multi-site business?
Stuck with a retailer who can’t get billing right?
We’ll look at what you’re paying, what other retailers can offer, and which ones actually have a track record on multi-site service. No commitment to switch unless it’s clearly the right move.
