Echo Managed Services, the outsourced utilities market specialist, has won its first major UK contract for its proprietary new cloud-based software, Aptumo.
The seven-year contract, which begins in April, will see Echo implement Aptumo – an innovative, cloud-based, customer billing and CRM solution into East Surrey Holdings Ltd.’s household and business water companies, SES Water and SES Business Water.
Built on the Salesforce platform, rich in water billing functionality, and designed to evolve with ease, Aptumo will support both companies to improve customer experience by streamlining and modernising processes and facilitating seamless online customer interactions.
For SES Water, Aptumo’s implementation forms a crucial part of a large-scale customer experience transformation programme across the business, a key commitment in the company’s forward looking 2020 to 2025 business plan. SES Water currently supplies 160million litres of clean water each day to 707,000 people over an area of 835 km2.
Aptumo’s deployment in SES Business Water, meanwhile, will enhance the company’s continued growth, streamline customer processes and improve efficiency for both existing and new customers. Established in 2016, the business is looking to expand its reach in coming years, whilst meeting the ongoing demands of supplying a competitive market.
Dan Lamb, head of retail services at SES Water said:
“We were highly impressed by Echo’s water industry experience and proven billing software implementation credentials. The team really demonstrated that Aptumo’s rich functionality and agile flexibility will help SES Water to meet their stretching performance commitments and bring real benefit to our customers."
Bill Clarke, sales and operations director at SES Business said:
“We are a growing and dynamic business. That means we need a modern, flexible and agile customer billing solution which can easily adapt and grow with our evolving requirements. Echo’s Aptumo software met our comprehensive needs and we’re excited to get started on this digitally-focused project.”
Monica Mackintosh, Managing Director at Echo Managed Services, said:
“Placing customers at the heart of services is a crucial focus for the water industry, with digital transformation increasingly playing a key role in delivering the convenient ‘any time, any channel’ service that customers now expect. It’s therefore positive to see SES Water and SES Business choosing to invest in innovative software to further enable service offering improvements, and we look forward to working alongside them to make this a success story. Their decision to implement Aptumo is testament to both the functional richness and dynamic nature of our solution and follows Australia-based Coliban Water’s decision to implement our software last year.”