Scottish Water has awarded a contract to replace its Customer Relationship Management (CRM) system and channel management applications to Microsoft worth up to £4 million.
Scottish Water needed to update its organisation, business processes and supporting IT systems.order to deliver against commitments made to the Regulator; to meet the demands of the new Customer Experience Measure (CEM). The water company is also seeking to deliver its ambition to deliver leading levels of service, as measured through the UK Customer Satisfaction Index (UKCSI). Scottish Water needs to update its organisation, business processes and supporting IT systems.
Last year Scottish Water established a programme of work, known as the Customer Experience Programme, to drive this forward.
The CRM component is intended to integrate front office functions through all channels (telephone, web, social media, email, SMS and paper mail), allowing customer service agents to deal with enquiries, create service requests, agree appointments and integrate with a range of other applications to ensure that all customer requests are processed and dealt with in a timely and effective manner.
The CRM solution the water company was seeking will also need to be integrated with a range of other applications, including :
- scheduling;
- GIS;
- asset management;
- telephony;
- document management; and
- billing.
Three companies were in the bidding for the contract. Lowest offer received by Scottish Water was £3 million and the highest offer was £4 million. The original tender documentation included an estimated value of £9.5 million for the contract with a 15 year duration.
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