The large water supplier used Nintex Process Manager to improve efficiency and customer service.
With 65,000 customers in 43 towns, Gippsland Water was looking to improve customer service, while also increasing efficiency. To deliver the best service, the company had to document and simplify processes, finding areas to clean up inefficiencies and cut out unnecessary steps. Gippsland Water introduced Nintex Process Manager as a way to do more with less, aiming to lower tariffs and reduce costs while maintaining high-quality service.
Improved processes save AU$250,000 and enhance customer service
Gippsland Water implemented Nintex Process Manager as it began a three-year undertaking of mapping processes across the company, with the goal of increasing efficiency. Though staff members were hesitant to create new processes, Nintex Process Manager integrated seamlessly with existing setups, even incorporating training videos into the system.
As processes were documented, staff examined and challenged the way they handled tasks. The design of Nintex Process Manager allowed project teams to see all the company’s processes visually represented, making it easy to identify which units were accountable for which process, and find areas for improvement. The process improvement paid off — within a year, the company saved $AU250,000 in wasted costs.
Nintex Process Manager also helped improve Gippsland Water’s customer service, accomplishing tasks in seconds that used to take 10 days. The call center is able to better respond to customer calls, with 90 percent of issues resolved at the first point of contact. The software’s intuitive workflow also contributed to increased staff engagement, demonstrating how employees’ work contributes to Gippsland Water’s larger vision, creating stronger links within the organization.
Gippsland Water is now using Nintex Process Manager to take its improvement plan to new areas, including customer billing and relationship packages.
