Case Study: Sydney Water achieves intelligent enterprise transformation with SAP

Sydney Water Transforming to an Intelligent Enterprise

Sydney Water, Australia’s largest water utility, needed to replace a 40-year-old mainframe billing platform and modernize finance and supply chain processes while becoming more customer-centric. With SAP and SAP Services and Support, the company aimed to improve omnichannel customer service, reduce customization, and gain better visibility into costs and supplier collaboration.

SAP implemented SAP S/4HANA, SAP Ariba, SAP Fiori, and related services through SAP MaxAttention and the SAP Integrated Delivery Framework. The result was a successful utility go-live with 99.9% data migration accuracy, improved finance and supply chain processes by 10–20%, and a 15–25% reduction in customer billing enquiries, enabling a more seamless single-screen customer experience.

Sydney Water

Dominic Hatfield

Chief Information Officer & GM Digital