Scottish Water recreates the customer journey with Microsoft Dynamics 365

With Capgemini as its partner, Scottish Water launches a digital transformation journey to improve the customer and employee experience by introducing new tools and applications based on Microsoft Dynamics 365. Additionally, saving an estimated 100,980 kg of CO2e per year as a result of less time spent travelling for manual and paper-based inspections

Overview:

Client: Scottish Water
Region: UK
Sector: Energy and Utilities

Client Challenge:

In the face of a rising population and a subsequent housing challenge, Scottish Water identified a growing need for a revamped customer journey to make it easier to connect to the water and wastewater network

Solution:

Partnering with Capgemini, Scottish Water launched a digital transformation journey that redesigned 44 business processes, created a customer-facing portal to enable self-service, rolled out Microsoft Dynamics 365 customer service, and developed a new mobile app to support remote inspections.

Benefits:

• Increased the speed at which housing developers connect to the water and wastewater network
• Improved customer visibility throughout the process
• Reduced wait times for inspections from five days to four hours
• Improved user experience leading to higher customer and staff satisfaction
• Estimated 100,980 kg of CO2e saved per year as a result of less time spent travelling for manual and paper-based inspections

Scottish Water recreates the customer journey with Microsoft Dynamics 365

Scottish Water case study

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