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Sydney Water Utilities | APJ S/4HANA SAP Customer Data Cloud SAP MCFU integrated with SAP CX SAP Self-Service Accelerator for Utilities by SEW
Utilities
Sydney Water is Australia’s largest water utility, supplying water, wastewater, recycled water and some stormwater services to more than 5 million people across Sydney, the Blue Mountains and the Illawarra.
98% Go Paperless A great result for our customers, the environment and our bottom line 500 To Only 63 Monthly billing service requests have significantly decreased since go live >120,000 Subscriptions Service alert subscriptions have
Headquarters Australia
Products Water, wastewater, recycled water, stormwater services
Web Site
SEW Featured Partner
sydneywater.com.au
Business Challenges • Creating a range of online services for our customers was difficult because they were disjointed, sometimes managed by independent third-party vendors and didn’t allow for realtime responses • Customers were largely treated as anonymous whenever they tried to interact with the company • Many customers were confused about what they had set up and adoption rates for some offerings were quite low Customer Benefits • The My Account portal was part of Sydney Water's Digital Customer Platform transformation initiative. It involved a complex architecture integrating multiple application layers, as well as migration of close to 630K legacy users, which demanded a significant amount of testing to ensure the accuracy of customer data and processes in the new My Account solution • Partnering with vendors Wipro, DXC , SAP and Smart Energy Water (SEW), the team delivered a complex solution involving separate cloud portals for our Residential and Real-estate Agents • The cloud-based SAP solutions also offered scalability, providing the flexibility to support our continually expanding digital customer base “With more customers using My Account, our people now have more time to focus on higher value activities. We’re delighted with the outcomes of this initiative and the benefits to both customers and our business have exceeded all expectations."
increased in just 2 months compared to only 46,000 in the past 3 year
Kathy Hourigan General Manager Customer Services Sydney Water
Read the Success Story
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