Sembcorp Bournemouth Water (SBW) is to roll out new customer relationship management (CRM) and billing service systems over the next year.
The water company which supplies nearly half a million people in parts of Dorset, Hampshire and Wiltshire with over 145 million litres of drinking water every day, selected Gentrack’s ‘Velocity’ software as part of a competitive tender process.
The software provides next generation billing and CRM tools that will offer SBW the facilities to manage billing processes from end to end, and actively engage with its customers at critical points.
As part of the improvements SBW’s customers will have access to more detailed information, and will also be provided with web-based accounts that allow them to pay their bills online.
Roger Harrington, Managing Director of SBW, said, “The investment in new, fully-integrated customer relationship management and billing software is another example of our commitment to delivering an excellent customer experience.
“Being able to provide web-based billing and to keep our customers informed throughout processes will not only enhance our service, but will help us to continue to be amongst the best in our industry in terms of customer satisfaction scores.
“We’re very much looking forward to working with Gentrack over the next year in what will be a very productive relationship. We value their expertise and experience in delivering these systems to tight timescales.”
James Docking, CEO of Gentrack, a leading supplier of CRM and smart billing software to utility markets, said that the contract win was a result of Gentrack’s ‘heavy investment in the UK’ and the company’s continual work with water utilities in the planning stages for the reforms expected in 2017.
Docking said; “We’re excited to apply our expertise and experience gained from our many successful projects in Australia’s reforming energy and water markets.
“Our goal is to ensure that our utility customers are billing and fully engaged with their customers in the quickest possible time to ensure a rapid return on their investment.
“Identifying and segmenting the customer base will be critical for utilities providers in the coming years. Sembcorp Bournemouth Water can expect a leading billing and CRM solution that will ensure they can meet their obligations in a competitive market, and have the flexibility to adapt quickly as the market evolves.”