Case Study: Welsh Water improves customer service and reduces handling times with SAP Service Cloud

How Can Simplified Processes and Faster Response Times Lead to Improved Customer Experiences

Welsh Water, a not-for-profit utility serving most of Wales and Herefordshire, needed to improve customer experience while managing a complex, highly customized technology environment. The company also wanted to shorten call handling times and support its Operational Call Centre more effectively, using SAP Service Cloud and SAP Preferred Success.

SAP implemented SAP Service Cloud with SAP Preferred Success to simplify processes, improve governance, and accelerate innovation across Welsh Water’s retail, wholesale, and developer service environments. The result was a reduction in average call handling time from 450 seconds to 390 seconds and UI response time from 4 seconds to 2.5 seconds, helping Welsh Water deliver faster support and a more stable customer service operation.

Welsh Water

Fiona Warburg

CoE Manager