Case Study: Severn Trent Water achieves 90% automation of planning administration and moves to the cloud with NICE Systems' Workforce Management

Severn Trent Water Moves with NICE to the Cloud

Severn Trent Water, one of Britain’s largest water utilities serving millions across the Midlands, operates a 9,000+ agent contact center that was constrained by a legacy on‑prem workforce management system. The organization faced limited operational visibility, heavy manual scheduling and reporting work, and needed to plan for omnichannel operations, improve governance, reduce administrative burden, and upskill its teams.

Severn Trent moved to NICE Workforce Management in the cloud and engaged a 12‑month Value Realization Services program to deploy SmartSync, NICE Data Explorer, AI forecasting and integrated outsourced data, plus training and process redesign. The initiative automated 90% of administrative tasks, cut a three‑person admin workload to one, delivered major time and cost savings (50% reduction in resource cost to process voluntary time‑off changes, 60% less time reconciling PTO, 40% less time scheduling offline work), improved comfort‑break time by 47% and reduced shrinkage by 8%, while positioning the business for LLM/AI enhancements.

Severn Trent Water

Olivia Hallam

Contact Planning Process and Wfm Expert