CTS customer South East Water is migrating its CRM system, My Account, to Google Cloud as part of the organisation’s five-year strategic plan. Doing so will allow it 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 deliver a full change management service to ensure a smooth transition to Google Cloud and once that has been done will build functionalities into South East Water’s CRM systems to enhance the customer experience and, where possible, automate operational processes.
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. Creating the infrastructure where our customers can report a leak using their phones and having Google Cloud’s ML technology automate the workflow will free up our customer service teams so they can focus on more detailed queries.”
Alison King, Account Manager for Government at CTS, added: “South East Water has more than two 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.”