- Wessex Water's the number one water
and sewerage company in England.
Has been for many, many years
and that is only because of the level
of service that we
deliver to our customers.
- We're very proud of the
position we've sustained
over the years, and we're
looking to maintain it,
and to do so requires an evolution.
- The technology that we use
has to enable that delivery
of excellent customer service.
- Our previous legacy
system, first of all,
was fairly dated.
So it was quite slow.
- If there was a burst
water main, for example,
you'd just have to use three
other different systems
to work out what was going on.
- This obviously affected
the customer journey.
- What really attracted us to Dynamics
was the capabilities
that were built into it
but the desire of Microsoft as well
to continue to develop their product.
- On our Microsoft Dynamics
Customer Service package,
we're able to capture almost
like the whole history
of the customer.
Being able to see all that
information in one place
is a game changer for us.
Some of the key features that we like
about Microsoft Dynamics Customer Service
is obviously our event management tool,
which means that effectively,
we can text customers on a large scale.
- So it's just making the
frontline staff's job a lot easier
because it's all there
and then we can provide
that clear information
to the customer straightaway.
- We've managed to maintain
our leading position
as a result of the
implementation of the CRM system.
We've also seen some very positive results
in the complaint handling space.
The effect of implementing functionality
like event management
is fewer customer complaints,
a reduced volume of calls
into our call center
and also for our customers,
it gives them some reassurance
that we know what's going on.
- The Holy Grail at the end of all of this
is connecting everything up
so that we can get to a predictive world
where analytics are able
to detect if something
is going to go wrong.
- And move towards that vision
of a data centric
intelligence-led organization.