Case Study: South East Water achieves real-time customer data sharing with Hansen Technologies HiaffinityCX OAM and Salesforce integration

South East Water - Customer Case Study

South East Water, one of three water retailers serving metropolitan Melbourne, wanted to improve customer experience by building deeper customer insight, strengthening engagement, and creating more consistent customer service across channels. To support this strategy, the utility chose Hansen Technologies’ HiaffinityCX Open Access Module and Salesforce integration to connect customer, account, property, and metering data across its business systems.

Hansen Technologies integrated HiaffinityCX OAM with South East Water’s Salesforce CRM through the company’s enterprise service bus, enabling real-time synchronization of customer and account data and batch replication of property and metering information. The result is a 360-degree customer view with accurate information available to staff when needed, plus support for new digital channels such as the online portal and mobile solutions; each night, up to 15,000 customers are billed and that information is available to front-line staff the next day.

South East Water

Peter O'Donoghue

CIO