Picture source: Brabant Water Jaarverslag 2022
Brabant Water began exploring a new customer information system over four years ago due to issues with the outdated system that no longer met their customer strategy. They wanted to ensure that the transition was carefully prepared for, as it impacted crucial business processes. They took into account the customer journey, with the quality of their service being of great importance in choosing a new system.
The new system consists of two components: a financial-administrative part (backoffice) and a customer relationship management system (CRM) at the front end. This CRM system enables service personnel to display customer data, such as meter readings, invoices, faults, and interactions, in an organized manner. This provides them with a 360-degree view of the customer, helping Brabant Water operate more efficiently, provide a more personalized service, and serve their customers better.
You can read the full story about the use of MECOMS 365 at Brabant Water on the Microsoft website: