Thames Water

The UK’s largest water and wastewater services company replaced multiple disparate GIS systems with Esri’s ArcGIS platform and integrated it with its SAP customer relationship management (CRM) solution. This single enterprise-wide GIS is now used by 2,000 office-based employees and 900 field workers to help them make better decisions, work more efficiently and deliver excellent customer service.

Read the case study for information on how:

  • Call centre agents can locate issues more precisely and provide a faster, more appropriate response to customers, improving customer satisfaction.
  • Field workers use ArcGIS Mobile to locate jobs and assets more easily, which enables them to work more productively and speed up repairs.
  • ArcGIS gives managers a deeper understanding of the condition of assets, so they can better plan replacement programmes.


"We were not just deploying a new technology to replace, simplify and rationalise our existing geographic systems; rather we were investing in a strategic platform that we could continue to evolve over time to meet the needs of the business."

Jon Regan, head of business integration centre, Thames Water

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