South West Water, a leading UK water provider, has implemented a new Customer Management system to more effectively and efficiently manage In-bound and Out-bound multi-channel customer contacts. South West Water chose PNMsoft Sequence CRM Edition (SCE) to intelligently allocate tasks to agents within its Microsoft Dynamics CRM, as an integral part of this solution.

Introduction: South West Water

South West Water provides reliable, efficient and high quality drinking water and waste water services throughout Cornwall and Devon and in areas of Dorset and Somerset. South West Water came into being in 1989 with the privatisation of the UK water industry.  Employing 1,300 employees, it strives to bring the region's drinking water, sewerage systems and bathing waters into line with the stringent UK and European Union standards.

The Challenge

South West Water has always been committed to providing excellent customer service. SWW had a customer service management system in place, but was searching for a more flexible solution to efficiently and cost effectively leverage modern technologies thereby enabling it to further improve the customer experience.

The Solution

South West Water chose to implement a new Customer Management system to more effectively and efficiently manage In-bound and Out-bound multi-channel customer contacts (Tel, Written, email, SMS etc).

Dynamics CRM

The foundation of the solution was to be a CRM (Customer Relationship Management) system. South West Water chose Microsoft Dynamics CRM. Dynamics CRM would enable it to better manage customer data, and most importantly the cases and activity work queues of its agents.

The Missing Link

But something was missing. Dynamics CRM alone lacked a mechanism to assign work activities to individual agents according to their skill level, availability and the task due date. This function had previously been performed by an application service supplied by a 3rd party, which needed to be decommissioned.

PNMsoft Sequence CRM Edition (SCE)

South West Water discovered that PNMsoft Sequence CRM Edition (SCE) could be quickly integrated with Dynamics CRM, extending the SWW CRM solution with efficient task management and queue allocation functionality. South West Water chose PNMsoft SCE, and delivery commenced.

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Eli Stutz

Head of Knowledge and Collaboration, PNMsoft

www.pnmsoft.com