Case Study: Thames Water achieves faster search request turnaround with Data Capture Solutions

Thames Water - Customer Case Study

Thames Water, which serves over 13 million people, needed a better way to handle high volumes of property search requests from solicitors and search agents. While many requests had moved online, around 40% still arrived as hard copy, creating a heavy manual burden for logging, scanning, and filing. Data Capture Solutions (DCS) was brought in to help streamline the paper-based process.

Data Capture Solutions set up a dedicated DX Exchange workflow to receive, open, scan, reference, and convert hard-copy requests into PDFs, then return the files to Thames Water each day before 11am, including Saturday service. The solution reduced handling effort, improved accuracy and file management, and helped Thames Water cut search request turnaround time to 48 hours from an average of 4 working days.

Thames Water

Debbie Neale

New Products and Services Manager