We partnered with a water supplier following a major billing platform migration, identifying ~30% operational efficiency through a post-migration maturity assessment and targeted operating model improvements.
Our work highlighted the gap between system capability and operational readiness, enabling the client to redesign their operating model, improve resource planning, and implement a structured change approach to fully realise the benefits of their technology investment.
Client Challenge
Following a large-scale billing platform migration, the supplier was not seeing the expected operational and customer benefits.
Six months post-migration, the operating model had not been adapted to reflect new system capabilities, limiting the value being realised.
High levels of customer contact placed immediate pressure on operations, impacting service performance and exposing a lack of operational maturity to respond effectively or shift demand toward digital channels.
Ways of working lacked clear ownership and accountability, with limited visibility across processes and performance, making it difficult to deliver consistent service improvements.
There was also no structured approach to understanding and managing contact demand drivers, or to implementing ongoing operational and strategic changes.
With a major smart meter rollout on the horizon, there was a clear risk that existing challenges would be amplified without intervention.
Our Approach
We conducted a structured post-migration maturity assessment, focused on how effectively the organisation was set up to leverage its new platform.
Our work included:
- Assessing operational maturity across key customer operations processes, governance, and performance management
- Identifying gaps between system capability and current ways of working
- Analysing customer contact demand and the underlying drivers impacting performance
- Reviewing resource planning approaches and operational structures
- Defining a future operating model aligned to customer outcomes and strategic priorities
- Designing a practical change delivery framework to support ongoing improvement
Outcome
The assessment identified an opportunity to unlock ~30% efficiency across customer operations, driven by improved resource planning, productivity, and demand management.
This was enabled through:
- A redesigned operating model aligned to customer and strategic outcomes, supported by new KPIs and operating rhythm
- Improved resource planning processes, with clearer ownership and accountability for operational and strategic decisions
- A structured change delivery approach to ensure consistent implementation of improvements and stronger business engagement
Together, this provided the client with a clear, actionable roadmap to move from system implementation to sustained operational performance. This ensured they could fully realise the benefits of their platform investment and support future programmes, such as smart metering.
To see how we can support with post-migration performance and operating model improvement, contact Jon Vincent.
