Malaysia’s Largest Water Utility | Tech Mahindra

Malaysia’s Largest Water Utility

Business Overview

Malaysia's leading water utility, specializing in water and wastewater management, partnered with Tech Mahindra for a major digital transformation. The collaboration leveraged Tech Mahindra's expertise in digital transformation and the client's industry knowledge in Malaysia to achieve sustainable and customer-centric operations. Their primary focus is on establishing a seamless and efficient digital platform.

Challenge

Siloed systems with no end-to-end capabilities, localized multiple billing systems causing data delicacy and integrity challenges, and varied customer categories with complex differential pricing needs can be significant hurdles for companies.

Strategy and Insight

Customer Engagement

  • Easy-to-read and accurate bills
  • Anytime, anywhere access to customer account information
  • Customized billing cycle to suit customer payment pattern
  • Improved customer services and offerings

Customer Accounting

  • Real-time spot billing with improved billing accuracy
  • Cash-flow driven billing cycle
  • Practical collection process to protect revenue leak

Operation Management

  • Improved work order management and field services
  • Workflow-driven process with greater visibility and collaboration
  • Managed NRW (non-revenue water) management
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Impact & Highlights

The main objective was to focus on a digital transformational journey to automate the contact center and unified customer experience for better synergy & cost efficiency.

Integrated Service Management

Single point of a service provider to maintain and integrating Service applications and contract portfolios Improves quality review of all enhancements, release and deployment plans

Efficiency for Satisfaction

Improved response time and enhanced operational efficiency resulting in better customer satisfaction

KPI-Driven Decision System

Better decision-making system with key KPI for CXOs