Optimisation of Customer Relationship Management (CRM) to affect strategic change
Where we started
Our client, a national provider of water and sewerage services in the UK identified an opportunity to leverage from performing necessary updates to their Customer Relationship Management System (CRM) to make a strategic change at the core of their business and vastly improve the customer experience.
The existing CRM solution was used to log all customer interactions, assign work to field staff, and monitor performance against business and regulatory targets. It also provided data for business management, performance information and reporting to Regulators as well as enabling the management of operational issues affecting our water and wastewater networks.