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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

Technologies Used

  • Accesses, integrates, and delivers any and all data quickly and cost-effectively, without hand coding.

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