Nintex
Case Studies
Gippsland Water: Enhancing Efficiency and Customer Experience with IoT
Overview
Gippsland Water: Enhancing Efficiency and Customer Experience with IoTNintex |
Analytics & Modeling - Computer Vision Software Sensors - Utility Meters | |
Equipment & Machinery | |
Intelligent Urban Water Supply Management Leakage & Flood Monitoring | |
Training | |
Operational Impact
The operational results of Gippsland Water's process improvement project were significant. Within a year of using Nintex Promapp, the company saved AUD$250,000 in wasted costs. The process mapping tool also improved the company's interaction with property developers and people looking to buy or sell houses. In the call center, Gippsland Water now resolves 90 percent of customer calls at the first point of contact, a significant improvement from the previous rate of 60 percent. The company attributes these results to a better understanding of processes, data automation, and data cleansing. The project also served as a staff engagement tool, involving all staff and showing how their work directly affected the business and its customers. An unexpected result was the creation of stronger links throughout the organization as individuals saw how their work contributed to the overall vision. | |
Quantitative Benefit
Cost savings of AUD$250k in the first year | |
Increase in customer service first-call resolution from 60% to 90% | |
Elimination of double handling | |