GlobalLogic Enables Business Continuity for South East Water in Just 3 Weeks
Customer Company Size
Large Corporate
Region
- Europe
Country
- United Kingdom
Product
- Amazon Connect
- Amazon S3
- Amazon DynamoDB
Tech Stack
- AWS
- Amazon Connect
- Amazon S3
- Amazon DynamoDB
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Utilities
Applicable Functions
- Business Operation
Use Cases
- Remote Asset Management
- Remote Collaboration
- Remote Control
Services
- Cloud Planning, Design & Implementation Services
- System Integration
- Training
About The Customer
With over 2.2 million consumers across the South East of England, South East Water (SEW) supplies on average 521 million liters of drinking water from its 83 water treatment works every day. Motivated by their own mission statement of being the water company people want to be supplied by and want to work for, SEW pride themselves on pulling out all the stops to make sure they continue to supply their customers with the highest quality of water and delivery of service, even during times of uncertainty.
The Challenge
Challenged with achieving business continuity for its customers, South East Water needed a contact centre solution that supported agents working remotely to deliver an enhanced customer experience. SEW also required a contact solution devoted to outbound calls – and they needed both as soon as possible. Currently running a predominantly inbound contact centre with a reduced number of contact agents, this additional outbound calling capability was needed to help free up queue times by returning customer calls, conduct critical outbound calls to help customers with financial support challenges and enable the business to focus on core business functions.
The Solution
South East Water (SEW) first engaged with GlobalLogic just as widespread social distancing guidelines were put into place by the UK Government. Already familiar with AWS and its capabilities after attending an AWS Bootcamp, SEW wanted a partner who could provide an MVP that could be validated at pace and pushed into production within a couple of weeks. AWS recommended GlobalLogic as the premier service delivery partner for AWS Connect contact centre solutions, and after an initial scoping session, we had an understanding of what SEW required to achieve full service business continuity. In less than a week, GlobalLogic had designed and proposed a solution that aligned with SEW’s needs. Part of this solution included leveraging Amazon Connect to create an outbound contact centre capability within 48hrs at very minimal upfront cost and little resourcing from SEW. This was highly attractive at a time where SEW had extensive operational challenges due to the COVID-19 lockdown, and their IT staff were extremely busy resolving a wide variety of high-priority challenges. Whilst a fundamental contact centre platform was implemented within such a short space of time, we continued to work with SEW to deliver a complete solution over three weeks, delivering exactly what they needed to help now, and a platform to build from in the future.
Operational Impact
Quantitative Benefit
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