Client: Client is a leading Utility service provider for Water in the UK region, with the responsibility to manage water resources. The client receives multiple service requests to manage water services like new connections, disconnections, Metering, Billing, Maintenances, etc. These requests are further assigned to the contractors who do the implementation.

Tracking the status of all types of service requests (mentioned above) assigned to the contractors in a holistic view and to feasibly manage the workflow was a big challenge. Majority of Service requests were lagging behind in terms of completion leading to the financial impact on the organization.
Solution: Sagacity developed a web application portal that helps in increasing the overall efficiency of the organization by tracking and managing all the service requests end to end, right from the time it is raised till it is completed. This Portal also provides Performance Matrix for all the involved stakeholders in the organization.

Our developed solution helps in efficient management of all service requests as it depicts the current stage of the tasks and highlights the areas that require attention where progress is not as desired.

Client and all the involved stakeholders including Contractors have access to this portal. Respective stakeholders are accountable to update the status of the tasks as per their responsibility.

Services requests are categorized as per their types and criticality. Every Service Request has a timeline for completion against them, as per the various parameters involved in implementation. These timelines are customizable as per the parameters involved. These timelines help in tracking if the Service request progress is on the mark or needs attention.

Various reports and dashboards provide the holistic view of all the Service requests and their statuses on runtime to the management and contractors.

The entire solution increases the accountability on all stakeholders to complete the Service Requests on time that improves Customer Experience, efficiency, and profitability.

We also helped the client with Analytics to reduce Maintenance Service requests like leakage as per the historical data available of previous Maintenances like dates, types and reason for Maintenance and information of pipes and their installation parameters. Our Predictive Analytics is helping the client to take proactive measures leading to lesser Maintenance Requests and hassles for their customers and resulting in profitability along with.