Southern selects Tata for customer service overhaul
IT SERVICES consulting and business solutions company Tata Consultancy Services (TCS) has been selected by Southern Water to implement a customer services and revenue transformation programme. The programme will combine front and back-end technology deployments with internal process redevelopment.
Southern Water will benefit from enhanced customer service capabilities, improved cash collection and debt management, and will see a reduction in operating expenditure.
Darren Bentham, chief customer officer of Southern Water, said: “At Southern Water, it’s our constant endeavour to improve our customer interactions and deliver a more efficient service.
“The transformational programme TCS is delivering will support two of our major goals – increase a customer’s ability to find a solution through self-service channels, and empower our teams to deliver flawless service with first time resolution.
“Southern Water supplies water across some 4,450km2, and TCS has provided us with a roadmap for more flexible and efficient service delivery within this extensive area. Our customers will benefit from a highly consistent experience over web, mobile and interactive voice response channels.
“They will also find our customer service teams to be some of the best-informed and proactive in the industry.”
The CRM system that TCS is deploying for Southern Water will help in the drive to provide industry-leading customer services, while data governance and analysis tools deliver better intelligence back into the business. With an increase in operational efficiency and an updated billing system, Southern Water will be able to improve its revenue management.
Stuart Ravens, principal analyst, Energy & Utilities Sector at Ovum, said: “To win this contract, TCS had to demonstrate deep domain experience and an understanding of Southern Water’s business processes.
“The deal is further evidence of TCS’s ability to win large and complex transformational programs in the utilities industry.”
- Water sector to launch £300k awareness campaign The water sector is gearing up to launch a £300,000 retail market opening awareness campaign, which it hopes will raise... Read More >
- Southern Water selects Getac tablets for the field Getac, which designs and manufacturs rugged computing devices, has signed a deal to supply Southern Water with 380 F110... Read More >
- Wessex Water tops new SIM ranking Wessex Water has topped the new service incentive mechanism (SIM) rankings for the first quarter of 2015/16. Read More >
- Problem solving upfront: embracing digital technology Scottish Water is the latest water utility to make advances in digital engineering through the use of BIM technology,... Read More >
- Managing infrastructure presents a growing digital challenge Mark Kaney, director of asset management at Sweco UK, calls for the water industry to support a deeper commitment to data... Read More >
- Comment: The future of asset planning in a data-driven world United Utilities' use of modelling software to analyse and predict deterioration in its sewer network is an example of the... Read More >
- Operational Records Key for WWTPs' Long-Term Goals Good data on the performance of treatment plants is important not only for meeting quality standards in the present, but in... Read More >
- Comment: Shining a light on dark data Water companies already have the data to solve many of their most problematic issues - they just have to know where to... Read More >