Case Study: Gippsland Water achieves AUD$250,000 in cost savings and faster, 90% first-call resolution with Nintex Process Manager

Gippsland Water saves costs and improves customer experiences

Gippsland Water, a major supplier of water, wastewater and waste‑recovery services for 65,000 customers across 43 towns in regional Victoria, set out to lower tariffs and strip costs while maintaining high service quality. Facing duplicated work, slow manual processes and limited visibility of who owned which tasks, leadership challenged the organisation to streamline core and support processes so it could do more for customers with fewer resources.

By using Nintex Promapp for company‑wide process mapping, automation and data cleansing—and by involving staff across departments to prioritise and redesign workflows—Gippsland Water quickly improved transparency and reduced waste. Within a year the program saved AUD$250,000, raised first‑call resolution from 60% to 90%, cut a property‑developer process from up to ten days to seconds, eliminated double handling and increased staff engagement, creating a platform for continuous improvement.

Gippsland Water

Peter Skeels

Chief Operating Officer