Case Study: Wales and West Utilities achieves real-time emergency monitoring and faster response with Software AG's webMethods Optimize

Wales and West Utilities - Customer Case Study

Wales & West Utilities (WWU) is a regulated gas distributor serving more than 7 million people across Wales and Southwest England via a 35,000 km pipeline network. Faced with handling over 125,000 emergency work orders a year, WWU needed better, real-time visibility and a standardized, maintainable monitoring solution to replace a manual, bespoke CSV-based process and improve emergency response times and public safety.

WWU deployed Software AG’s webMethods Integration Platform with webMethods Optimize (BAM) to intercept orders, route them into SAP and field systems, and monitor every step in real time. The result: automated alerts, richer dispatcher data, clear KPIs and dashboards, faster detection of bottlenecks, and an average time-to-field assignment of just 180 seconds—improving responsiveness, scalability (handling spikes to 1,000 calls/day) and overall confidence in safety and performance.

Wales and West Utilities

Christopher John

IT Manager