CASE STUDY
FROM PIPES TO PIXELS: TRANSFORMING WATER MANAGEMENT
THAMES WATER
THE COMPANY
Thames Water Utilities, the largest water and wastewater services company in the UK, serves over 15 million customers across London and the Thames Valley.
INTRODUCTION
Thames Water embarked on a significant digital transformation initiative to optimise their clean water and wastewater network operations. A core aspect of this transformation involved the implementation of Salesforce, a customer relationship management (CRM) platform, to streamline processes, improve customer service, enhance operational efficiency, and gain valuable insights into their network infrastructure.
CHALLENGES
There were several key challenges:
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Change Management: Implementing a new system like Salesforce can be disruptive. Encouraging user adoption and addressing potential resistance were crucial challenges.
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Training Needs: Employees needed proper training to effectively utilize the new platform, ensure data accuracy, and optimize its functionalities.
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Communication Gap: Clear and consistent communication was necessary to keep all levels of staff informed and engaged throughout the implementation process.
OUR APPROACH
We supported Thames Water to develop a multi-pronged approach:
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Comprehensive Training: We designed and delivered customised training programs tailored to various user roles and responsibilities. This ensured employees received the specific skills and knowledge needed to leverage Salesforce effectively. We leveraged a variety of methods, including; Instructor-led training sessions, hands-on workshops, drop-in sessions, interactive e-learning and system simulations, tip-sheets, reference guides, instructional videos and a network of super users.
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Effective Change Management: We implemented a robust change management strategy to address employee concerns, promote positive adoption, and minimise disruption.
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Transparent Communication: We developed clear and concise communication materials to keep all stakeholders informed of project progress, system functionalities, and potential benefits. A variety of communication channels were utilised including corporate explainer videos.
RESULTS
The positive implementation of Salesforce at Thames Water yielded significant benefits, including:
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Improved Efficiency: Streamlined workflows and centralised data management within Salesforce led to increased operational efficiency.
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Enhanced Customer Service: With improved access to customer information, employees were better equipped to provide faster and more effective customer service.
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Increased User Adoption: Our comprehensive training and change management strategies fostered a positive user experience and encouraged widespread adoption of the Salesforce platform.
CONCLUSION
The successful implementation of Salesforce at Thames Water exemplifies the importance of a well-rounded approach. By combining tailored training, effective change management, and clear communication, we helped Thames Water seamlessly integrate the new system and empower their employees to leverage its full potential. This collaboration demonstrably improved operational efficiency, enhanced customer service, and paved the way for further digital transformation within the company.