Case Study: Northumbrian Water achieves better customer service and more efficient field operations with Oracle Field Service

Northumbrian takes field service experiences to new heights

Northumbrian Water, the UK-based utility, needed a cloud solution to improve field work efficiency and customer service while replacing a legacy system that no longer fit with its newer technology investments. The company chose Oracle Field Service to support a more flexible, industry-focused approach and to reduce reliance on technical teams for workforce management.

With Oracle Field Service, Northumbrian Water introduced built-in machine learning and predictive capabilities, created integrations with Oracle Utilities Customer Care and Billing, and developed a mobile app to improve field worker training and job-site information capture. Oracle helped the utility simplify configuration, free IT resources for other projects, and improve visibility into customer service, with expected gains in system-scheduled jobs and C-Mex customer service scores.

Northumbrian Water

Judith Welford

Senior IS Program Manager