In 2008, Thames Water embarked on a journey to refresh its core IT services in the customer services business unit, with a view to improving customer satisfaction. Due to financial constraints, the company turned to a low capital outlay solution, the Cordys Business Process Management Suite (BPMS), as an interim solution until SAP could be implemented. Partnering with longtime partner Wipro, which acted as the systems integrator, an ambitious program was carried out to review and reengineer several key business processes and implement BPMS in only eight months. The program resulted in business benefits worth approximately $1.5 million annually, and contributed to improvements in customer satisfaction and employee engagement scores.
"That Thames Water was able realize benefits, in real terms and qualitatively, within such a short time scale and without compromising its long-term strategy serves as a demonstration to other utilities of the potential value of BPMS implementation," said Daniella Muallem, senior research analyst, IDC Energy Insights EMEA.