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  5. Management Consulting helps Scottish Water to consolidate its CRM programme approach

Management Consulting helps Scottish Water to consolidate its CRM programme approach

"There were so many elements to this piece of work, not limited just to technology. Fujitsu also explored cultural change, training and internal communications to provide a 360 degree, holistic view of the business. Fujitsu really dug into every aspect of the people, processes and technologies"

Andrew Kindness, Business Change Manager, Scottish Water

The customer

Scottish Water provides drinking water to 2.45 million households and 154,000 business customers in Scotland. Every day it supplies 1.3 billion litres of drinking water and takes away 840 million litres of waste water from customers’ properties and treats it before returning it to the environment. It is a publicly owned company, answerable to the Scottish Parliament and the people of Scotland, and employs over 3,600 people.

The challenge

Scottish Water was burdened with a collection of fragmented legacy CRM systems and wanted to simplify and refresh this complex structure while introducing new digital communications channels.

The solution

Using the proprietary Fujitsu Results ChainTM methodology and following a series of workshops and interviews, a Fujitsu consultant was able to clearly define a benefits roadmap and programme mandate in a way that resonated with the business. The roadmap defined the initial scope for the CXM transformation programme and the interdependencies between each potential investment project.

The benefit

  • Well-articulated roadmap for transformation of the customer communications platform, providing ‘line of sight’ between investment and Scottish Water’s strategic business objectives
  • Ensures a 360 degree view of every single element, simplifying a complex environment
  • Accelerated Customer Experience Management, enabling Scottish Water to define a clear and rational programme structure underpinned by a detailed benefits realisation plan

Ladda ner

Read the full Scottish Water case study (223 KB/A4, 2 pages)