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Time: 2:30 PM - 3:15 PM
Track: Track 1
South East Water receive around 160,000 written contacts from customers every year which need to be processed and responded to. Until 2011 a hosted solution was used but limited to 8 concurrent users restricting the ability to share workload, respond in required timescales as well as view previous history. In order to remove these bottlenecks and improve the service to customers it was decided to develop an in-house Apex application to handle direct emails and website contacts. The initial release went live within 6 weeks and has been continually developed since then. Emails are scanned and loaded into the Oracle database using an external application and an Apex front end is used by agents to process contacts. We now have around 70 concurrent users and no additional licencing costs.
- Andrew James, South East Water
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