Sydney Water: Customer Success In 5 Easy Steps

Sydney Water Customer Success with TIBCO

Reading Time: 3 mins.

For any modern business, the level of customer experience it provides is crucial for success. Battling a negative net promoter score (NPS), Sydney Water was looking for an opportunity to improve its customer experience with a seamless, efficient, and reliable technology solution. As Australia’s largest water and wastewater service provider, Sydney Water supplies water, wastewater, recycled water, and some stormwater services to more than five million people in Sydney, the Illawarra, and the Blue Mountains. 

Through implementing TIBCO ActiveMatrix® BPM software, the company was able to streamline its complex business processes and sort through a large volume of case data. Not only was Sydney Water able to improve customer service outcomes, but it also increased its net promoter score by a remarkable 127 points. What’s more, it took only nine weeks for the company to develop new customer-focused processes, where it now takes fewer than five steps for users to complete a case. 

In addition to these positive business outcomes, the company saw additional significant benefits, including:

  • Improved customer experience by creating a single view of operations and case management solutions.
  • Increased transparency by giving its customers more visibility into their water usage.
  • Development efficiencies through showing forms and components to the business quickly, incorporating feedback and easy reuse of components in other parts of the workflow.

Sydney Water was also awarded a 2019 TIBCO Trailblazer Award at TIBCO NOW Singapore. According to Sydney Water digital project manager Simon Dewey, “winning a TIBCO Trailblazer Award is a very humbling experience. It reaffirmed what we already felt about how far we’ve come and the experience we delivered.”

Like Sydney Water, you too can create a single view of operations and case management solutions so your customers have more transparency and visibility into product usage.


To learn more about how Sydney Water was able to increase its net promoter score and provide customers with a better experience, see the full case study.