TCS deploys CRM System for Southern Water

Tata Consultancy Services has announced its selection by Southern Water to implement customer services and revenue transformation customer-centric program. The program will combine front and back-end technology deployments with internal process redevelopment.

Darren Bentham, Chief Customer Officer, Southern Water, said, “The transformational program TCS is delivering will support two of our major goals – increase a customer’s ability to find a solution through self-service channels, and empower our teams to deliver flawless service with first time resolution. TCS has provided us with a roadmap for more flexible and efficient service delivery within this extensive area. Our customers will benefit from a highly consistent experience over web, mobile and interactive voice response channels. They will also find our customer service teams to be some of the best-informed and proactive in the industry.”

A. S. Lakshminarayanan, President - Business Group (Telecom, HiTech, Media&IS, Utilities), TCS, said, “The CRM system we are deploying for Southern Water will help in the drive to provide industry-leading customer services, while data governance and analysis tools deliver better intelligence back into the business. With an increase in operational efficiency and an updated billing system, we will enable Southern Water to improve their revenue management. Ultimately, they will be better positioned to meet the needs of their customers.”

Southern Water will benefit from enhanced customer service capabilities, improved cash collection and debt management, and will also streamline the billing process by reducing operating expenditure.