Utilities need to embrace new technologies to engage customers who are demanding more out of their customer experience. Here, Toby Evans, Senior Manager of Digital Transformation at SA Water, talks about how embracing digital technologies can revamp customer-utility relationships.

Ahead of his panel at Digital Utilities 2018, running from 19-20 April in Melbourne, Mr Evans said now more than ever, digital technologies are helping utilities understand the relationship they have with their customers.

“Digital technologies provide channels and choice for customers and services when and how they want to receive them. The technology provides a way to meet the growing expectations of customers to provide a tailored and proactive service,” Mr Evans said.

SA Water is currently using a number of innovative digital processes to creatively manage customer interaction and experience, which is greatly benefiting the water utility.

For example, it is leveraging the Microsoft Dynamics platform to power its customer portal solution MySAWater and extending its use of the Dynamics 365 platform by rolling out Customer Relationship Management (CRM) capabilities.

These technologies are helping us to understand our relationships with customers and tailor services to the needs of different customer segments. Technologies across our transformational program are delivering efficiencies for both our customers and SA Water employees.”

According to Mr Evans, digital technologies are providing opportunities to streamline services and deliver an optimised customer experience.

“Efficiency and timing of service has been a real benefit to our staff when working with customers via digital technology, as opposed to traditional methods such as over the phone or by mail,” Mr Evans said.

“Digital provides instantaneous results, and allows us to better understand our customer’s needs and present this to our staff in order to tailor our services accordingly.”

Do you need to improve your customer relationships?

Hear more from Toby Evans about using digital technologies to improve customer relationships at Digital Utilities 2018, running from 19-20 April at the Pullman Hotel in Melbourne.  

To register, visit

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