Case study · Water · Advisory
An independent vendor review for a major UK water supplier
Contract conversations were coming. The supplier wanted to know what it was really buying first.
Customers covered by the review, ahead of contract conversations
Major UK water supplierThe challenge
What the supplier faced.
A major water supplier serving more than six million customers was heading into contract conversations with Experian.
It wanted an independent assessment of the relationship first.
The solution
What we did.
We reviewed every Experian service in use across the portfolio: the collections technology, decisioning, data enrichment and bureau reporting.
We mapped the architecture and its dependencies to show what was making change difficult, examined the contractual and support arrangements for risk and opportunity, ran a vendor performance review, and traced the end to end journey of the services and how they connect.
The results
What changed.
- A detailed report of findings, risks, recommendations and mitigating actions.
- Options for unbundling the arrangement to fit the supplier's future strategy.
- The client chose to stay with Experian for the bulk of its services, and adopted many of our recommendations on service management and accountability.
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