Waterbedrijf Groningen

Legacy platform limiting innovation

Waterbedrijf Groningen relied on an aging Microsoft Dynamics AX 2012 environment that lacked a modern front-office CRM. Customer information was fragmented across multiple systems, making it difficult to provide efficient customer service, forecast demand, and gain operational insights.

At the same time, the organization wanted to reduce custom developments, move to a cloud-first platform, and create a future-ready foundation that would support continuous innovation, AI initiatives and long-term growth.

One cloud platform for customer operations

Together with Ferranti, Waterbedrijf Groningen migrated to MECOMS 365, built on Microsoft Dynamics 365 Finance and Dynamics 365 Customer Service, complemented by Power BI and Power Apps.

The implementation consolidated customer, billing and operational data into a single platform, standardized business processes across Dutch water utilities, and equipped both office and field employees with real-time access to the information they need. By adopting a cloud-first approach, the utility now benefits from regular Microsoft release cycles while significantly reducing bespoke developments.

A smarter, data-driven utility

With MECOMS 365, Waterbedrijf Groningen transformed its customer operations and established a single source of truth for customer and operational data.

Key results include:

• Unified customer information in one platform
• Up to 1,500 customer calls per day handled with complete customer context
• Accurate hourly forecasting of contact center demand and staffing requirements
• Improved detection of non-revenue water through advanced analytics
• Real-time access to customer information for field employees via iPads
• Stable cloud platform with zero operational disruptions during releases
• Continuous innovation through Microsoft-aligned releases every 3–6 weeks
• A future-ready data foundation supporting AI and digital innovation