Complete Customer Service Contact Centre

Salesforce Service Cloud implemented into the heavily regulated wholesale water industry, with telephony and payment integration.

The Challenge

Business water specialists, licensed by Ofwat, providing water retail services for all business customers’ water management needs.

In 2017, the largest competitive water retail market in the world opened for business, bringing the biggest change to the water sector since privatisation. With it, came the need to meet hundreds of regulatory and compliance requirements throughout the entire lifecycle of the customer journey.

The Solution

Salesforce Service Cloud, providing end to end case management for the support of the retail water customers, using a configurable rules engine to automatically detect potential and actual breaches in any regulation or compliance requirement. Integration with the telephony system to improve customer satisfaction, as well as payment gateway integration to assist with first-call response.

The Result

An easy to maintain, compliant Service Cloud system that be scaled as more of the 1.2m potential customers are brought onto the platform.

This resulted in a cohesive solution across multiple areas of the organisation with all key benefits realised and a Salesforce Service Cloud platform to support future change and opportunities.

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