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Energy & utilities · water cycleHow a national utility cut the average resolution time of its commercial cycle by 27% — by first seeing the real process and automating only where it delivered a return.
A utility with a national footprint managed the commercial water cycle — sign-ups, terminations, incidents, billing — on an established ERP and CRM, with capable teams and documented procedures.
The problem was not a lack of systems: it was that no one saw the process end to end. Incidents bounced between departments, rework was taken as inevitable, and the average resolution time grew year after year.
Reduce resolution time without changing the systems, without migrating data, and without halting operations. And one condition from leadership: every euro invested, justified by a number.
“The real process is never the one in the manual. Until we measured it, we were debating opinions.”
We applied our usual method, with our own platform as the accelerator:
The dashboard remains in operation: leadership sees the KPI and the system cost on the same screen, every week.
“For the first time we were debating the same data. Everything else — automating, prioritizing, investing — followed on its own.”