Scottish Water recreates the customer journey with Microsoft Dynamics 365

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