Case study
Severn Trent Water
Transforming the customer experience
 View the video of this winning case study's MCA Awards presentation
To meet its goal of becoming the UK’s leading water company, Severn Trent Water (STW) knew that it needed to overhaul its contact systems for its eight million household and business customers. These systems were disparate and unwieldy, and affected customer service. They threatened its competitive position, and this would worsen if, as many think likely, the UK water industry is deregulated. In that new environment, customer loyalty and satisfaction would gain even more strategic importance.
PA Consulting Group helped STW to take a unique and innovative approach which not only met its customer objectives in the current, regulated market but prepared it for the future. Within six months PA delivered a system based on existing processes, and built on existing IT infrastructure, that kept critical operations running smoothly while flexible enough to adapt to market changes.
MCA Awards video
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