Case Study: Thames Water achieves 100% planning productivity improvement and 97% adherence with Verint Systems' Impact 360 Workforce Management

Thames Water - Customer Case Study

Thames Water, the UK’s largest water and wastewater company serving millions of customers across London and the Thames Valley, faced fragmented customer service operations at its Swindon site: a front-office contact centre using manual spreadsheets and three planners for 350 agents, and a back office with no scheduling, separate telephony and no visibility into activity. Seasonal call peaks of up to 50% and reactive planning left performance lagging in industry rankings monitored by Ofwat.

To unify operations Thames implemented Verint’s Impact 360 Workforce Management (alongside recording and quality tools), centralising planning and forecasting for 700 front- and back-office staff. The solution automated holiday requests, improved real-time adherence tracking and forecasting, doubled planning productivity (from three planners for the contact centre to two specialists covering both teams), saved the equivalent of over 10 full-time positions, increased adherence from 81% to 97%, processed 20,000+ holiday applications, and helped Thames Water climb the Ofwat customer service tables.

Thames Water

Will Brown

Head of Planning