Case Study: Northern Ireland Water achieves better customer self-service and operational efficiency with Codec’s Microsoft Power Platform and Dynamics 365 solution

Northern Ireland Water streamlines self-service for 780,000 customers with Codec-dss

Northern Ireland Water, the public utility providing water and sewerage services across the region, faced rising customer expectations for digital self-service tools. To modernize its customer experience, NI Water partnered with vendor Codec to develop a new digital services solution.

Codec designed and implemented a tailored self-service portal using a low-code approach with Microsoft Power Platform and Dynamics 365, integrated with its own PURUS solution for water management. The results included streamlined customer processes that no longer required staff assistance, significant time and cost savings, and optimised operations with waste reduction and regulatory compliance. Codec's solution received overwhelmingly positive customer feedback following its launch.

Northern Ireland Water