De Watergroep. Drinking water runs out of your tap with a smile
Top quality drinking water
De Watergroep is the largest drinking water company in Flanders. More than 1,500 employees work hard every day to supply water through a network of over 34,000 km to 177 municipalities spread throughout West and East Flanders, Flemish Brabant and Limburg. De Watergroep serves around 3 million customers and hundreds of companies.
Oh, my faucet is leaking!
Customers contact De Watergroep via a variety of online and offline communication channels: phone, email, web-forms, social media and also still via post. Questions risen may relate to water-tap, -connection or -leaks, meter reading or can be linked to administrative issues. These contacts are handled in first instance by the KlantenContactCenter of De Watergroep, from where the customer case is dispatched into the organization for further actions – as far as the customer’s case cannot be resolved by the first line.
Helping every customer quickly and efficiently, with a smile
Convinced that technology is a strong asset to be developed constantly and driven by its vision to have customer-centricity flowing through all the company’s processes, De Watergroep was looking in 2020 for the best fit platform to support its Customer Engagement, integrated with the legacy Microsoft ERP supporting the core processes for products and services across the entire water chain.
The three main objectives for implementing a new Customer Engagement solution were:
- Assuring a reliable service and quality to customers contacting De Watergroep, maximizing the first time right resolution rate
- Having a 360° view on all customers, their contacts with De Watergroep and their cases, to better understand and proactively respond to customer needs
- Providing an efficient and effective tool to employees to manage incoming and outgoing contacts with customers via all possible channels.
Mentor and Men as change enabler
And what about Mentor and Men in all this? We guided De Watergroep in the selection of the best fit product (Microsoft D365 CE, joint with MS Customer Voice) and of the implementation vendor. We assured the IT project management in the first phase of the implementation of the Customer Engagement solution, integrated in the legacy ERP and the various communication channels (like Sharepoint for document management and Genesys PureCloud for telephony).
Continuously improve
This first phase lays the foundation for further improvements once the ERP of De Watergroep will have been migrated from Microsoft AX 2012 to Microsoft D365 – a project which is ongoing. Thereby unlocking a wealth of opportunities for enhanced and integrated processing of customer demands and cases across Microsoft’s ERP solution, MS Customer Engagement application and the broader Power Platform of Microsoft. Preparing De Watergroep to engage with tomorrow’s customer generation.
Do you also want to be able to help your customers better?
Did you know that not only your customers, but also your own employees are happier with digital processes? View our case Digital operations make happy employees.
