2003
PA Consulting Group and Graham Technology give Severn Trent cool new customer contact solution - ICE
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21 October 2003
PA Consulting Group, the leading management, systems and technology consultancy and Graham Technology, Scottish Software Firm of the Year, today announced a multi-million pound deal with Severn Trent Water to provide a new customer contact solution. Severn Trent is currently making a significant investment in technology to achieve its five-year goal of improved customer service, as part of Project ICE (Improving the Customer Experience).
The two firms are working with Severn Trent Water to improve its customer interaction processes using Graham’s business framework technology, GT-X, combined with PA Consulting Group’s expertise in customer contact process design, rapid systems integration and user experience design. The result will provide the platform for Severn Trent to achieve its strategic aim of improving the customer experience by resolving more enquiries at the first point of contact and achieving an enhanced and more consistent call quality for its eight million customers.
To achieve these aims Severn Trent Water recognised the need to give its contact centre staff easier and faster access to data. The company needed a flexible front-end contact handling application that could deal with complex processes and multiple data sources. PA independently recommended a solution based on the GT-X framework technology platform, which offered the best solution to meet the company’s needs.
PA and Graham Technology will deliver a new customer contact solution which will enable Severn Trent Water to identify customers instantly and access their contact history across different channels such as telephone, Internet and email. This immediate customer knowledge will provide the capability to enable Severn Trent Water to improve the interaction with the customer, increase operational efficiency, and help Severn Trent Water to ensure a better customer experience.
Speaking about the challenges of this ground-breaking project, PA’s Project Manager Adam Hughes says:
”This is an exciting time for Severn Trent. PA Consulting Group, working with Graham Technology, is proud to be able to provide Severn Trent with an IT solution to help them achieve ‘improved customer experience’. GT-X has proven to be a robust, low-risk and scaleable solution, which provides significant ROI.”
Graham Technology's International Sales and Marketing Director, Mark Camilleri, comments:
“GT-X is a product which has been established for over ten years, and in that time has developed complex, large-scale solutions for some of the world's most advanced utilities such as Scottish Power, Pacificorp and Energex. Graham Technology is pleased to be working with PA who has unrivalled experience in the water industry.”
Lisa Sweeney of Severn Trent Water says:
“Severn Trent Water is focused on continuing to deliver an improved service experience to our customers, and in the ICE solution we believe we have a platform to deliver this objective, both in the short- and long-term. The combination of PA’s business and systems expertise allied to the flexible and robust technology solution of GT-X will deliver a best-in-breed solution for our business.”
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Notes to editors
1. PA Consulting Group
PA Consulting Group is a leading management, systems and technology consulting firm, with a unique combination of these capabilities. Established almost 60 years ago, and operating world-wide from over 40 offices in more than 20 countries, PA draws on the knowledge and experience of around 3,300 people, whose skills span the initial generation of ideas and insights all the way through to detailed implementation.
PA builds strategies for the creation and capture of shareholder and customer value, and helps clients accelerate business growth through innovation and the application of technology. PA works with clients to improve performance, mobilize human resources and deliver change effectively, including managing major projects, and designing and implementing enterprise-wide systems and full e-business solutions.
PA focuses on creating benefits for clients rather than merely proposing them, and this focus is supported by an outstanding implementation track record in every major industry and for governments around the world. PA also develops leading-edge technology both for its clients and within its own portfolio of venture companies in areas ranging from software to wireless technology to life sciences.
PA distinguishes itself from its competitors through the range and quality of its people, the depth of its industry insight, its development and use of technology, and also its independence and culture of respect, collaboration and flexibility in working with clients.
We are proud that our clients say 'PA makes it happen'.
2. Graham Technology
Graham Technology’s core software solution, GT-X, was first deployed in 1994. Today, GT-X is firmly positioned within the business process management marketplace. It integrates all channels, such as call centres, interactive television, web and corporate back office systems. GT-X also acts as the integration ‘glue’, which pulls together all the information, no matter where it is held, to build a single, consistent view of the customer. Among many other projects, GT-X is the technology behind the creation of Egg bank.
Graham Technology has over 40 blue-chip clients across the globe, with a 100% success rate and exemplary record of delivering return on investment. Since 1994, the GT-X solution has won seven internationally recognised awards for innovation and effectiveness.
3. Severn Trent Water
Severn Trent Water supplies essential services such as water, energy and telecommunications to millions of homes and businesses across the Midlands and beyond. Around eight million people across the Midlands receive their water and sewerage services from the company.
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