Case Study: Sydney Water achieves a 127-point NPS increase with TIBCO Software's ActiveMatrix BPM

Sydney Water Makes A Splash with TIBCO ActiveMatrix BPM Software

Sydney Water, Australia’s largest water and wastewater provider serving more than five million people, wanted to improve customer experience and transparency after customers had no visibility into their water usage and the company’s net promoter score lagged. The challenge was to deliver a seamless, efficient, and reliable technology solution that would make services easier to track and interact with across channels.

Sydney Water implemented TIBCO ActiveMatrix BPM with TIBCO BusinessWorks to integrate operations, create a single view of data, and simplify case handling into three- to five-step end-to-end processes. Built in nine weeks with reusable components, the solution gave customers real-time access to usage on any channel and drove a 127-point increase in NPS, from −38 to +89.

Sydney Water

Simon Dewey

Digital Project Manager