SA Water: CRM Uplift For
Enhanced Customer
Experience And
Engagement

SA Water, a regional Australian provider of water, wanted to better meet customer expectations as they engaged on more and more communication channels. They created a single view of each customer to improve service and understand needs and also moved residential and business customers into one system to track interactions, but data was still spread across several tools. With no single source of truth, duplicate records grew and staff had to manage inconsistent contact and preference information, slowing down processes.

Our team helped the customer to turn their CRM into the main source of customer data and preferences, adding tools to detect and prevent duplicate records. We also enabled stakeholder communications to flow into the CRM and added controls to track who accesses customer information. We worked with SA Water to define key customer details, built a scoring system to match records, and used it to spot duplicates, auto‑merge data, flag possible matches, update connected systems, and manage customer notification preferences.