South East Water selects basis2 and Plus2 for combined business
South East Water (SEW), who following last year’s merger of Mid Kent Water and SEW, now supplies water to a population of nearly 2.1 million across the South of England, has chosen Imass to deliver its integrated customer service management and billing solution.
Imass’ own Plus2 CRM system - developed specifically for the UK Water industry - will be deployed to support call handlers in the new SEW customer service centre at Snodland in Kent. Basis2, developed by Australian-based Prophecy International for the global utility market, will provide the business-critical billing system.
The decision to deploy Basis2 (which has been operational within the pre merger South East Water business since 2006) and Plus2 across the expanded business was taken at the first board meeting of the new SEW in January 2008.
Mary Sabalis, SEW Head of Business Systems, explained that Basis2 was selected ‘because it’s intrinsic flexibility, strong product road map and Oracle technology offered SEW the opportunity for an excellent long term return on investment.’
Plus2, meanwhile, is seen as a key instrument in fulfilling SEW’s customer service vision. Howard Handley, Director of Customer Services, explained that the SEW business is ‘looking to Plus2 to enable us to drive-down time-consuming referrals, maximise compliance with the ever-sharpening regulatory standards, and in relation to operational calls, support the seamless integration of call centre and operations. ‘
Imass’ track record within the broader UK Water industry as an organisation dedicated to enabling its own customers to in turn deliver world class customer service, was also a major factor in this key decision for the new business. So too was the dedication and commitment displayed by the Imass team in delivering Basis2 to the pre-merger South East Water within the most exacting of timescales.
Going forward Imass and SEW are confident that both systems will provide a strong foundation for internet-based customer self services such as access to the latest information on operational activity or access to on line billing.
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