IT services provider Wipro has bagged an outsourcing deal from Thames Water, a water and waste water services provider in UK, to transform the utility company’s customer service and retail billing capabilities.
Thames Water serves 15 million customers in London and the Thames Valley region. As part of this multi-year contract, Wipro will be developing new IT systems and processes to help Thames Water improve customer experience and drive operational efficiency.
Thames Water aims to compete effectively in the new Open Water deregulated market. From April 2017, 1.2 million business / non-household customers in the United Kingdom will have the right to choose their water supplier.
Wipro will help Thames Water implement a SAP industry solution for utilities billing, along with a new market integration gateway and a cloud-based customer relationship management (CRM) platform using SAP Hybris Cloud for Customer.
This deployment will leverage the SAP-qualified Wipro SaFeWater Rapid Deployment Solution, which has pre-built water business processes to support the accelerated delivery of transformations.
This program will replace a 20-year old legacy billing platform and help simplify customer experience and introduce flexibility for Thames Water.
Wipro is working in partnership with EY, to support the business change and readiness aspect of this transformation program.
Ian Cain, managing director, Customer Service and Retail, Thames Water, said: “The integrated solution that will be rolled out is intended to help Thames Water capture a single and unified view of each customer and will thereby, provide us with deeper insights about them, through analytics.”
Anand Padmanabhan, president, Energy, Natural Resources, Utilities & Construction SBU, Wipro, said: “This engagement will leverage our strategic alliance with SAP and will draw upon insights from our experience of working with 20+ water utility clients, across the globe.”