Affinity Water’s wholesale department approached Ben and his team to find out more about how IT could improve its service to retail customers. Ben’s team worked closely with wholesale to deploy ServiceNow® Customer Service Management to create a seamless experience for retail customers. Information on every single Supply Point ID—which identifies the meter supplying each address—can be accessed on ServiceNow. This allowed the wholesale team to identify exactly which supply point the retailer was calling about, and expedite a resolution.
“Our wholesale team has used this system to its full advantage. They are now pushing for the top spot on wholesale service delivery in the water industry and our IT department is delighted to have had the opportunity to help them achieve this,” adds Ben.
ServiceNow provides visibility into unplanned service disruptions and expedites restoration
ServiceNow has also extended into Affinity Water’s Situational Awareness programme, forming the platform for a control hub to handle the communication and information flow for every planned and unplanned interruption. The hub is called the Customer Impact Tool.
Ben comments, “Incidents can happen at any time across our water network, through pipe failure or external damage. Either way, we have a duty to restore water within 12 hours. We are regulated on this and failure to comply can mean fines and rebates to customers that can be a significant cost to the business.”
All communication has moved off email and into ServiceNow, where automated workflows provide timely alerts to stakeholders on what has happened, why it has happened, and what is being actioned.
Manual monitoring has been replaced with dashboards displaying countdown clocks and the status of all disruptions so that informed decisions can be taken on where to apply resource and remediation.
“We’re dealing with complicated scenarios and a ticking clock for resolving any interruption. Now, every executive, incident handler, customer service representative, and field engineer can view the dashboard and, with the right permissions in place, update jobs in real time. The consolidated tracking capabilities makes auditing straightforward for our regulation teams,” says Ben.
Affinity Water plans to increase its corporate agility in other areas of the business using ServiceNow
The agile approach supported by ServiceNow enables the IT team to deliver value across Affinity Water by creating new features, applications, and instances on a single platform. Additional projects are already being discussed with Facilities and HR, while IT is exploring automation and machine learning, and is primed for a Customer Impact Tool part two.
“It’s easy to come up with an idea, but usually hard to make it happen. You need to plan, build, buy, and test. ServiceNow has agility built in. We can get our ideas to market before others have even finished scoping them—and that’s incredibly exciting,” says Ben.
“ServiceNow is a significant win for Affinity Water. People across the business are experiencing first-hand what IT has achieved, and we’re doing some genuinely awesome work with the platform.”