Case Study: Scottish Water achieves smarter, more sustainable field services with Capgemini

Scottish Water reimagines field services with SWIFT

Scottish Water needed to modernize its aging, highly customized field service technology to improve customer service, increase visibility into jobs in the field, and better protect Scotland’s water infrastructure. To address these challenges, Scottish Water partnered with Capgemini on the Intelligent Field Force Transformation program, SWIFT, to redesign its field force lifecycle, systems, and processes.

Capgemini implemented SWIFT on Salesforce Field Service, adding automation, AI, mobile tools, and better customer communications to streamline dispatch, improve route planning, and support technicians with complete job history and guidance. The results were significant: first-time fix rates rose from 49% to 62%, annual operating expense savings reached £430,000-£540,000, contractual overtime fell 7-10%, carbon emissions dropped 13%, and asset maintenance efficiency improved by 13%.

Scottish Water

Douglas Millican

Chief Executive Officer