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Wipro chosen by Thames Water to transform customer service and retail billing capabilities

05 May 2016

Wipro, a leading global information technology, consulting and business process services company, has been chosen by Thames water, the United Kingdom’s largest Water and waste water services provider, to transform the utility of company’s customer service and retail billing capabilities. 

Thames water serves 15 million customers in London and the Thames water region. As a part of this multi-year contract, Wipro will be developing new IT systems and processes to help Thames water improve customer experience and drive operational efficiencies. A significant objective of this transformation programme is to enable Thames water to compete effectively in the new Open Water deregulated market. From April 2017, 1.2 million business/ non-household customers in the United Kingdom will have the right to choose their water supplier, making it the largest retail water market in the world.

To achieve the milestone, Wipro will help Thames water implement a fast-paced SAP industry solution for utilities billing, along with a new market integration gateway and a cloud-based customer relationship management (CRM) platform using SAP Hybris cloud for customer. This deployment will leverage the SAP-qualified Wipro SaFeWater Rapid Deployment Solution, which has pre-built water industry-specific business processes to support the accelerated delivery of complex transformation. The company is working in partnership with EY, to support the business change and readiness aspect of this transformation programme.

This programme will replace a twenty-year old legacy billing platform and is designed to help simplify customer experience and introduce greater flexibility for Thames water, which are much needed for an agile and digital retail business for the future.

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