Severn Trent Water

To help respond to over 140,000 incident reports every year, Severn Trent Water integrated Esri GIS technology into its customer relationship management (CRM) system. Call centre agents can now locate burst pipes and other faults with far greater accuracy, enabling field-based engineers to make repairs more quickly and cost effectively.

Read the case study for information on how:

  • Call centre agents can now record accurate incident locations, over the phone, in half the time than before.
  • With accurate location information, engineers waste less time looking for incidents, saving money and enabling repairs to be made more promptly.
  • Severn Trent Water uses the incident map to reduce the time previously required to produce reports for OFWAT.


"Almost immediately, GIS became indispensable in the call centre."

Doug Cubin, GIS Consultant to Severn Trent Water

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