Case Study: Government Owned Water Utility Company improves customer experience and operational efficiency with Wipro SAP implementation

Government Owned Water Utility Company - Customer Case Study

Government Owned Water Utility Company, one of Australia’s largest water services providers, needed to replace a 30-year-old billing platform, unify its customer view, and reduce operational risk as staff numbers declined. The company also wanted a more flexible, cost-effective system to respond to market and regulatory changes. Wipro was brought in to support the transformation using SAP-based products and services.

Wipro implemented a customer experience transformation program with SAP S/4HANA, SAP CRM 7, BW/4HANA, and its SAP-certified “SaFE Water” solution for utilities. The new platform integrated field services, simplified the application landscape, and replaced 40+ bespoke billing and CRM systems. As a result, Wipro helped the utility achieve a 360-degree customer view, improve productivity, and process over 100,000 bills in about 10 minutes with 99%+ accuracy and fewer than 1,500 exceptions.