Case Study: Gippsland Water achieves AUD$250K cost savings and 90% first-call resolution with Nintex

Gippsland Water Saves Costs and Improves Customer Experiences

Gippsland Water, a major regional Victorian supplier serving about 65,000 customers across 43 towns, faced the challenge of “doing more for customers with less” — lowering tariffs and stripping costs while maintaining high-quality water, wastewater and waste-recovery services. Leadership set out to identify and prioritize core, support and management processes to improve efficiency and customer outcomes.

Using Nintex Promapp for company-wide process mapping and staff-led improvement work, Gippsland Water automated and cleansed data, eliminated double handling, and embedded training into the new processes. Within a year the program delivered AUD$250,000 in savings, boosted first-call resolution from 60% to 90%, cut a developer enquiry process from up to ten days to seconds, and increased staff engagement as part of an ongoing continuous-improvement plan.

Gippsland Water

Peter Skeels

Chief Operating Officer