Case Study: Bristol Water achieves 30% cost savings and 27% higher First Time Fix with Wipro managed IT services

Wipro helped UK's Bristol Water transition its managed IT services in 3 months. The outcome was a 27% percent jump in First Time Fix (FTF)

Bristol Water, a UK-based water utility company, faced the challenge of improving service quality and reducing costs during a major industry shift. With its existing IT services contract ending, it needed a new strategic partner to manage its IT infrastructure and support its business goals. The company selected Wipro to provide managed IT services.

Wipro implemented a rapid transition, migrating Bristol Water's data center and establishing a 24/7 offshore service desk using its Service NXT framework and ITIL best practices. This solution led to a 30% cost savings in support services and a dramatic increase in First Time Fix rates, which jumped from 18% to an average of 45% within three months. Wipro successfully met all service level agreements from the first day of operations.

Bristol Water

Ben Newby

Customer Services and IT Director