Vertex is an international business process outsourcer, with particular expertise in customer management. A subsidiary of United Utilities, Vertex develops and implements a range of service solutions including transformational outsourcing, combining its skills in consulting, technology and outsourced service provision.
“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
Business Need
- Fund large capital investment programs to meet environmental, regulatory and customer priorities.
- Lower costs.
- Support business change in Vertex’s water supply unit by incorporating both metered and unmetered customers into a single system.
Challenges
- Create an agile, customer-centric IT infrastructure that delivers improved customer service and increased operational efficiency.
- Migrate existing legacy applications for United Utilities to a new web-enabled, customer-centric system without impacting the business.
Solutions & Results
- Seamless migration of legacy systems to new, customer-centric IT environment.
- Enhanced customer service by gaining a single view of each customer across United Utilities’ water supply business.
- Savings of £9 million per year stemming from Vertex’s successful completion of the new IT environment.
- Future-proofed system that is sufficiently flexible and agile to adapt to changing customer needs.
