{"id":540952,"date":"2020-05-28T13:04:00","date_gmt":"2020-05-28T13:04:00","guid":{"rendered":"https:\/\/www.capgemini.com\/gb-en\/?post_type=client-story&#038;p=540952"},"modified":"2025-03-07T07:16:54","modified_gmt":"2025-03-07T07:16:54","slug":"customer-experience-transformation-at-welsh-water","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/customer-experience-transformation-at-welsh-water\/","title":{"rendered":"Customer experience transformation at Welsh Water"},"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\/2023\/01\/Future-of-Sustainability.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/01\/Future-of-Sustainability.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/01\/Future-of-Sustainability.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/01\/Future-of-Sustainability.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/01\/Future-of-Sustainability.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/01\/Future-of-Sustainability.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/01\/Future-of-Sustainability.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/01\/Future-of-Sustainability.jpg?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\/2023\/01\/Future-of-Sustainability.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:54% 7.000000000000001%\" 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\">Customer experience transformation at Welsh Water<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles \"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/Welsh_Water_C4C_case_study-2.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>SAP C\/4HANA Cloud<\/span><span class=\"type\">228 KB  pdf<\/span><\/a><\/div><div class=\"col-md-4 downloadFiles \"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/Welsh_Water_case_study.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>SAP Market Opening 2<\/span><span class=\"type\">215 KB  pdf<\/span><\/a><\/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\/customer-experience-transformation-at-welsh-water\/\" 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\/customer-experience-transformation-at-welsh-water\/\" 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\">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\u2019s wholesale service centre and better support a rapidly growing number of contestable premises.<\/h2><\/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\">Customer experience transformation at Welsh Water<\/h2>\n<\/div><\/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<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Customer experience transformation at Welsh Water\" width=\"960\" height=\"540\" src=\"https:\/\/www.youtube.com\/embed\/urN2PRCTmVk?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>With Capgemini as its partner Welsh Water implemented both the&nbsp;<strong><a href=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/3\/2020\/05\/Welsh_Water_C4C_case_study.pdf\">SAP Cloud for Customer platform<\/a><\/strong>&nbsp;and the&nbsp;<strong><a href=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/3\/2020\/05\/Welsh_Water_case_study.pdf\">SAP Market Opening 2 solution<\/a><\/strong>. Benefits included greater responsiveness to larger numbers of customers, simplification of customer insight generation, faster onboarding for new joiners and compliance with regulatory requirements.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-download-success-stories-below-to-learn-more\">Download success stories below to learn more<\/h3>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/3\/2020\/05\/Welsh_Water_C4C_case_study.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">SAP C\/4HANA Cloud<\/a><\/div>\n\n\n\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/3\/2020\/05\/Welsh_Water_case_study.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">SAP Market Opening 2<\/a><\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Customer experience transformation at Welsh Water<\/p>\n","protected":false},"author":103,"featured_media":592485,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"12e982b7-ba87-4897-9a88-88c6af3bce80\",\"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":[],"partners":[],"country":[],"content-group":[],"class_list":["post-540952","client-story","type-client-story","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - 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