Case Study: Wessex Water achieves more proactive customer service with Microsoft Dynamics 365

Dynamics 365 delivers an intelligence-led, predictive approach to service and operations for Wessex Water

Wessex Water, a UK water utility serving more than 2.8 million customers, needed to replace an aging, slow CRM system that couldn’t provide a joined-up view of customers or the operational issues affecting service. The company turned to Microsoft Dynamics 365 Customer Service, including Customer Service Insights and Customer Service Professional, to support better customer service and a more connected operating model.

Microsoft Dynamics 365 implemented a single, easier-to-use platform that brought together customer history, finance information, and event management for large-scale customer communications. The result was fewer customer complaints, reduced call volume to the call centre, and a better customer experience, while helping Wessex Water maintain its top ranking for customer service and move toward a more predictive, data-led approach.

Wessex Water

Ian Williams

Group Chief Information Officer