Digital opens water company’s floodgates to better customer service and satisfaction

South West Water receives approximately 1,000 customer work orders, spread across several hundred different work types — every day — so it needed an efficient way to allocate work across its team members. As part of its commitment to excellent customer service, the company uses Microsoft Dynamics CRM extensively to manage customer relationships. Yet while that system has powerful tools, it can’t allocate work or manage queues. To keep its customers happy and its parent company’s shareholders satisfied, it needed an automated workflow solution.

South West Water selected Cora Orchestration for three key reasons. First, the company wanted an automated solution that uses a standard set of business processes and allows performance monitoring and measurement throughout each stage. Second, Cora Orchestration’s direct, out-of-the-box integration with Microsoft Dynamics CRM would ensure seamless operation. Third, Cora Orchestration’s drag and droptype building environment would allow the company to quickly create the 42 processes and 26 electronic web forms it needed with minimal developer support.

Cora Orchestration automatically allocates work, including customer moves and new service initiations, based on team members’ availability and the number of hours each employee works each day. And because it removes manual work allocation and prioritization from the customer service equation, supervisors and team leaders have more time to focus on higher value team- and customer-facing activities.

In the near future, South West Water plans to integrate Cora Orchestration into its back-end system to gain easy access to data housed in its ERP.

With Cora Orchestration, South West Water has:

• Improved customer service and satisfaction through automated work allocation
• Reduced administration costs
• Achieved greater regulatory compliance