Case Study: South West Water achieves efficient automated work allocation and improved customer service with Genpact Cora Orchestration

Extending CRM with Efficient Work Allocation for Improved Customer Service

South West Water, the regional utility serving Cornwall, Devon, Dorset and Somerset with around 1,400 employees, used Microsoft Dynamics CRM for customer records but faced a gap in work allocation and queue management for roughly 1,000 customer-related items per day. To address this, South West Water engaged Genpact Cora Orchestration (via PNMsoft Sequence CRM Edition) to extend CRM capabilities and streamline allocation and process handling.

Genpact Cora Orchestration implemented PNMsoft Sequence integrated with Dynamics CRM and a web‑forms-driven retailer portal, building 42 business processes from 26 electronic forms. The solution now automatically allocates ≈1,000 daily items based on staff availability and hours, freeing supervisors from manual assignment, reducing administrative overhead, enabling rapid low‑code builds, improving compliance and measurably enhancing customer service.

South West Water

Jon Hill

Customer Billing and Systems Manager