{"id":540896,"date":"2020-10-23T12:18:00","date_gmt":"2020-10-23T12:18:00","guid":{"rendered":"https:\/\/www.capgemini.com\/gb-en\/?post_type=client-story&#038;p=540896"},"modified":"2025-03-07T07:09:04","modified_gmt":"2025-03-07T07:09:04","slug":"scottish-water-recreates-the-customer-journey-with-microsoft-dynamics-365","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/scottish-water-recreates-the-customer-journey-with-microsoft-dynamics-365\/","title":{"rendered":"Scottish Water recreates the customer journey with Microsoft Dynamics 365"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/scottish_water-2.png?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/scottish_water-2.png?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/scottish_water-2.png?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/scottish_water-2.png?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/scottish_water-2.png?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/scottish_water-2.png?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/scottish_water-2.png?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/scottish_water-2.png?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/scottish_water-2.png\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Client Stories<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Scottish Water recreates the customer journey with Microsoft Dynamics 365<\/h1><\/div><h2 class=\"reasearchInsightTitle\">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<\/h2><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/Scottish-Water-case-study.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Scottish-Water-case-study.pdf<\/span><span class=\"type\">824 KB  pdf<\/span><\/a><\/div><\/div><\/div><div class=\"infoWrapper \"><div class=\"row\"><div class=\"col-md-4\"><span class=\"fieldName\">Client: Scottish Watercompany<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Region: UK<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Sector: Energy and Utilities<\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/scottish-water-recreates-the-customer-journey-with-microsoft-dynamics-365\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/scottish-water-recreates-the-customer-journey-with-microsoft-dynamics-365\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\"><strong>Overview:<\/strong><\/h2><p class=\"intro-para-content\">Client: Scottish Water<br>Region: UK<br>Sector: Energy and Utilities<\/p><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<h2 class=\"wp-block-heading\"><strong>Client Challenge:<\/strong><\/h2>\n\n\n\n<p>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<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-solution\"><strong>Solution:<\/strong><\/h3>\n\n\n\n<p>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.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-benefits\"><strong>Benefits:<\/strong><\/h3>\n\n\n\n<p>\u2022 Increased the speed at which housing developers connect to the water and wastewater network<br>\u2022 Improved customer visibility throughout the process<br>\u2022 Reduced wait times for inspections from five days to four hours<br>\u2022 Improved user experience leading to higher customer and staff satisfaction<br>\u2022 Estimated 100,980 kg of CO2e saved per year as a result of less time spent travelling for manual and paper-based inspections<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":103,"featured_media":540899,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"6708a6ff-35cd-48ee-9b58-b2e2c91fd47c\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"footnotes":"","client_logo_id":0,"client_logo_url":"","primary_term":"","featured_focal_points":""},"tags":[],"brand":[],"service":[],"industry":[36],"partners":[],"country":[],"content-group":[],"class_list":["post-540896","client-story","type-client-story","status-publish","has-post-thumbnail","hentry","industry-consumer-products"],"yoast_head":"<!-- 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