- Case study
Digital opens water company’s floodgates to better customer service and satisfaction
Who we worked with
South West Water, a provider of reliable, efficient, and high-quality drinking water and waste water services to more than a million customers in south west England.
What the company needed
An automated way to allocate customer work orders to its team members.
How we helped
Introduced the Cora Orchestration intelligent BPM platform and its easy-to-customize environment, which quickly automated 42 of the client’s customer-facing work allocation processes.
What the company got
A system that directly integrates with Microsoft Dynamics CRM to deliver maximum customer satisfaction.
Challenge
Keep teams on top of work for fast responses to customers
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.
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Solution
Standardization. Speed. Orchestration.
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.
Impact
Finding data in all the right places — on a Orchestration dashboard
With Cora Orchestration, South West Water has:
- Improved customer service and satisfaction through automated work allocation
- Reduced administration costs
- Achieved greater regulatory compliance