Vertex

To combine high-quality service and cost-saving operational efficiencies, Vertex needed to retool its IT infrastructure for greater customer focus.

A subsidiary of the FTSE 100 company United Utilities, Vertex is an international business process outsourcer with offices in the UK, North America, Asia, and Europe. To combine high-quality service and cost-saving operational efficiencies, Vertex needed to retool its IT infrastructure for greater customer focus.

Challenges

Migrate data from multiple legacy systems to a new IT environment
Integrate disparate siloed systems for greater efficiency
Create single customer view accessible across the business

The need to deliver the highest levels of customer service in a regulated market makes the utilities sector extremely challenging. To succeed we needed to create and migrate information to an agile, integrated IT infrastructure across our entire customer base.

— David Homan
CBP Programme Director
Vertex

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Results

Decreased cost of servicing customers by £9 million annually
Deployed web-enabled IT infrastructure with no pause in service
Enhanced customer service with holistic view of customer data
Improved IT performance and productivity

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Vertex

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