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Malaysia's largest water utility
Unified Customer Experience for better synergy & cost efficiency

About the Customer

It is Malaysia's largest water utility (Water & Waste Water).

Challenge

  • Siloed Systems with no end-2-end capabilities
  • Data Integrity – Localized multiple billing systems causing data delicacy and integrity challenges
  • Varied customer categories with complex differential pricing needs

Strategy and Insight

The main objective was to focus on a digital transformational journey to automate the contact center and unified customer experience for better synergy & cost efficiency.

Strategy and Insight

Customer Engagement Easy to read accurate bills anytime anywhere access for customer account information Customized billing cycle to suite customer payment pattern Improved customer services and offering

Customer Accounting Real-time Spot Billing and with Improved Billing Accuracy Cash-flow driven billing cycle Practical Collection process to protect revenue leak

Operation Management Improved Work Order Management and Field Services Workflow driven process with greater visibility and collaboration Managed NRW management

Impact

  • Single point of a service provider to maintain and integrating Service applications and contract portfolios Improves quality review of all enhancements, release and deployment plans
  • Improved response time and enhanced operational efficiency resulting in better customer satisfaction
  • Better decision-making system with key KPI for CXOs

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