eConcessions Platform: Modernized Design, Maximized Customer Care

Water Corporation, a vital utility provider in Western Australia, delivers essential water services to over 1.3 million customer accounts. Recognizing the need to modernize its concession application process, which provides discounts to eligible customers, Water Corporation partnered with IBM Consulting to implement a new eConcessions platform. The previous system was outdated, heavily manual, and struggled to handle increasing application volumes and data storage requirements.

IBM Consulting leveraged Salesforce Service Cloud to co-create and engineer the eConcessions platform, extending Water Corporation's strategic customer support capabilities. This cloud-based solution automates and streamlines the concession application workflow, from initial submission to validation and authorization. Its integration capabilities facilitate seamless data transfer with Water Corporation's existing website, billing systems, and government authorities.

The eConcessions platform provides centralized access to all historical concession requests, empowering users with remote access capabilities and enhancing overall efficiency. By automating validation processes, Water Corporation has significantly reduced turnaround times for support requests, leading to faster approvals and improved customer satisfaction. The elimination of manual data transcription minimizes errors and accelerates application processing.

The streamlined workflows have also positively impacted Water Corporation's concession and conveyancing services team, reducing frustration and increasing job satisfaction. With all necessary data consolidated in a single console, employees can efficiently manage applications without navigating multiple systems. The new Salesforce-based platform offers a flexible and scalable architecture, ensuring it can accommodate future growth in application volume and data storage needs.

Value Results:

• Accelerated Validation Processes: Automation reduces turnaround times for support requests.

• Improved Data Accuracy: Eliminates manual transcription, minimizing errors.

• Increased Employee Satisfaction: Centralized data access streamlines workflows.

• Enhanced Scalability: Flexible architecture accommodates future growth.

• Seamless Data Transfer: Integration with existing systems and government authorities.