Scottish Water Launches Integrated Customer Management and Field Service Program, Boosts Productivity and Customer Satisfaction, Yields Two-Year ROI of 250%

Overview

As Scotland's public provider of water and sewer services, Scottish Water pumps 2.5 billion litres of fresh water to more than 5 million customers each day. In 2002, the utility embarked on an ambitious customer service program called "promise to resolution" (P2R) whose goal was to resolve the bulk of customer inquiries on the first call and introduce new more efficient ways of working. To make its new customer service vision a reality, Scottish Water began overhauling its old contact centers and field operations, and invested £2 million (US$3.5 million) in customer relationship management (CRM) software from Oracle.