Severn Trent Water
Utilities (Water Supply and Sewerage)
Enhance customer service by providing faster solutions for water supply and sewerage issues, improve back-end reporting and analysis capabilities, and overcome legacy software and organizational bottlenecks.
Project Details
Severn Trent plc is a prominent water company headquartered in Coventry, England, supplying 4.6 million households and businesses across the Midlands and Wales. Listed on the London Stock Exchange and a constituent of the FTSE 100 Index, Severn Trent plays a vital role in water supply and sewerage services.
Required Services
Salesforce App Cloud
Obstacles
Severn Trent Water faced several critical challenges in its mission to provide faster solutions and better customer service for water supply and sewerage problems
Customer Expectations
Customer demands for more information and quicker solutions for issues such as broken water pipes and sewage problems were on the rise.
Back-End Efficiency
The customer service and support organizations required improved back-end systems to accelerate reporting and analysis.
Legacy Software
Legacy software and organizational bottlenecks were impeding the company's software development team, hindering rapid solution development.
Solution Approaches
GFGG IT partnered with Severn Trent Water to address these challenges.
The following solution approaches were implemented:
Mobile Apps and Backend Solutions
Severn Trent Water developed several mobile apps and backend solutions with Heroku to deliver integrated and scalable solutions more rapidly.
Real-Time Alarms App
A Real-Time Alarms app was created to utilize data from loggers, notifying the operations team promptly to resolve issues quickly.
Heroku Integration
Heroku provided a platform for these solutions, ensuring 100% uptime and enabling rapid app development. The flagship app was built in less than a week.
The implementation of GFGG IT's solutions followed a systematic process:
App and Backend Development
Severn Trent Water built multiple mobile apps and backend solutions to address customer service and operational needs.
Heroku Integration
Heroku was integrated into the development process, offering a reliable platform for app deployment and management.
Real-Time Alarms
The Real-Time Alarms app was developed to utilize data from loggers and provide real-time notifications to the operations team.
Key Benefits
The implementation of GFGG IT’s solutions delivered several key benefits to Severn Trent Water
Faster Problem Resolution
Severn Trent Water could respond quickly and efficiently to alarms, critical when dealing with water supply and sewerage issues.
Improved Customer Service
Faster response times shortened handling times, ensuring faster mission-critical responses for customers.
Scalable Solutions
The integration of Heroku ensured that Severn Trent Water could develop and deploy scalable solutions to meet evolving customer needs.
Final Results
The outcomes of the project demonstrated its success and its positive impact on Severn Trent Water’s operations.
Heroku played a critical role in enabling Severn Trent Water to respond to alarms quickly and efficiently, essential when dealing with water supply and sewerage issues.
The Real-Time Alarms app, powered by Heroku, provided access to real-time data, allowing Severn Trent Water to resolve customer problems promptly and improve overall customer service.
In conclusion, GFGG IT’s strategic implementation of mobile apps and backend solutions, with Heroku at the core, played a pivotal role in transforming Severn Trent Water’s customer service and operational efficiency. This case study underscores the importance of advanced technology solutions in overcoming challenges and enhancing customer service in the utilities industry. GFGG IT’s ability to deliver tailored solutions empowered Severn Trent Water to respond quickly to alarms, shorten handling times, and improve problem resolution for customers, ultimately leading to enhanced customer satisfaction and service quality.
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