Case Study: Wessex Water achieves improved customer service and reduced call volumes with Microsoft Dynamics 365 Customer Service

Evolving service delivery at the UK’s number one water company for customer service

Wessex Water, a leading UK utilities company, is recognised as the country’s number one water company for customer service. To protect that position it needed to evolve its service operations and replace an aging legacy CRM that was limiting visibility into customer history and proactive support.

Wessex Water deployed Microsoft Dynamics 365 Customer Service to centralise customer records and modernise its support platform. The change improved customer service, reduced call‑centre volumes, and set the company on a path to become an intelligence‑led, predictive organisation for service and operations.

Wessex Water

Donald Sherratt

CRM/Dynamics Competency Centre Manager