Partnering with Capgemini, Welsh Water has implemented two projects. The first is the SAP C/4HANA service cloud platform to better understand its customers and respond to queries more rapidly. The second project, SAP Market Opening 2 platform, helps to transform Welsh Water’s wholesale service centre and better support a rapidly growing number of contestable premises.
Customer experience transformation at Welsh Water
Welsh Water wanted to be able to respond more effectively to customer needs and provide a higher level of support while simultaneously simplifying its ways of working. Changing regulations also required that Welsh Water increase the number of contestable premises it supported from 120 to 13,400, the organisation needed to adapt its business model to ensure these wholesale services could be provided.
With Capgemini as its partner Welsh Water implemented both the SAP Cloud for Customer platform and the SAP Market Opening 2 solution. Benefits included greater responsiveness to larger numbers of customers, simplification of customer insight generation, faster onboarding for new joiners and compliance with regulatory requirements.