Severn Trent Water's Digital Transformation: Real-Time Data Access for Enhanced Customer Service

Severn Trent Water, the UK's second largest water company, faced the challenge of modernizing their infrastructure to meet the growing demands of their customers. With the advent of mobile technology, customers expected faster solutions for broken water pipes and sewage problems. The company's customer service and support organizations also needed improved back-end services to expedite reporting and analysis. This would enable them to identify and fix problems more quickly and proactively replace old pipes before they broke. However, legacy software systems and organizational bottlenecks were hindering the company’s software development team. Acquiring resources for mobile services, including databases, web and application servers, was expensive and time-consuming. Employees resorted to creating informal solutions in spreadsheets and local databases to circumvent the lack of tools to address these business needs, but these could not be integrated into the core systems.

Severn Trent Water is the second largest water company in the UK, serving millions of customers in England and Wales. The company's water and sewer pipes, some of which date back to the early 20th century, have required significant modernization in recent years. Since the privatization of the water industry in the UK in 1989, water companies like Severn Trent Water have been able to raise revenue to repair and replace aging pipes, as well as provide new services to a growing population.