Case Study: Thames Water achieves stronger controls and real-time visibility with SAP BTP

Transforming Thames Water’s key business processes with SAP BTP

Thames Water, a UK water utility serving 16 million customers, needed better control and visibility over key processes such as Leak Allowance, Refunds, and Special Read jobs. These workflows in SAP IS-U relied too heavily on agent judgment, had weak policy controls, and were supported by manual, ad hoc reporting that lacked the detail Thames Water needed.

SAP, working with Thames Water on SAP BTP and SAP Fiori, implemented guided digital forms, BTP-based approval workflows, and a real-time reporting dashboard. The result was stronger policy compliance, reduced handling time, and better decision-making, with measurable impact including an 85% reduction in reporting inefficiencies, a 90-second combined time reduction in the leak allowance approval process, and financial benefits of £1.05m to date for Leak Allowance, £1.15m annually for Refunds, and £400k per year for Special Read jobs.

Thames Water

Carly Hulme

Senior Product Manager – Income