Cloud Technology Solutions (CTS), a Google Cloud Premier partner, has secured a contract with South East Water to digitally transform its CRM system, My Account, as part of the organisation’s five-year strategic plan.
The project will see CTS migrate My Account to Google Cloud, improving customer service operations and driving innovation by teaming with CTS’s developers and platform engineers. The migration will allow South East Water to make use of Firebase – a Google platform that enables businesses to build their own apps – improving communication and interaction with its 2.2 million customers.
CTS will also deliver a full change management service to ensure a smooth transition to Google Cloud. Once migrated, CTS will build functionalities into South East Water’s CRM systems to enhance the customer service experience, a key aim of the five-year strategy, and automate operational processes where feasible.
Mary Sabalis, head of business systems at South East Water said: “Our business plan over the next five years is centred around innovation and optimising customer interaction. Technology such as artificial intelligence (AI) and machine learning (ML) will be key to us achieving this.
“We knew that moving to the cloud was the most important step in the journey to unlock a number of doors in the way we work internally and externally, and it will allow us to be creative in how we communicate with our customers.
“Creating the infrastructure where our customers can report a leak using their phones, and having Google Cloud’s ML technology automate the workflow, will play an important role in how we optimise operations. It will allow us to free up our customer service teams so they can focus on more detailed queries.”
Alison King, Account Manager for Government at CTS, added: “Organisations have never had so many communication methods with their customers. Understanding how to leverage and tailor your digital channels allows businesses to build solid relationships with customers.
“South East Water has more than 2 million customers and as a result, it collects huge amounts of data in the form of meter readings, bills etc. Moving to the cloud allows the organisation to store that data centrally, securely and in easily queryable formats, which will completely transform how it makes its strategic decisions.”
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