Auto-summarized by WETEC AIBIWASE Binh Duong worked with WETEC to replace difficult-to-upgrade legacy software and connect customer, billing, and field-work records on a shared utility CRM platform. The system standardizes customer data dating back to 2000 and supports daily operations across nine branches, serving more than 500,000 accounts. Staff can use shared records to handle new connections, account transfers, and meter maintenance, while office and field teams access the same customer context. The platform also provides more than 200 management and business-reporting functions.
Illustration. Customer information connects office and field work.
Connect customer records from 2000 and serve over 500,000 accounts across 9 branches on one utility CRM platform.
Organization: BIWASE Binh Duong.
Making customer records available across business systems
A water-utility customer account links a customer or supply point with its meter, contract and service history. When CRM, billing and field-work records are out of sync, staff must check several sources to handle one request. At BIWASE Binh Duong, the legacy software was difficult to upgrade, while records accumulated since 2000 needed to remain useful. The challenge was to standardize those records and connect work across 9 branches on a shared platform.
Challenges to address
Legacy software was outdated and difficult to upgrade or extend.
CRM, billing and related data were not synchronized.
Field teams lacked a mobile app for daily work.
What WETEC delivered
WETEC rebuilt the CRM architecture around utility operations, standardized historical records and supported branch adoption. Customer information connects new connections, account transfers and meter maintenance.
Design a high-performance architecture that is easier to upgrade.
Re-standardize customer data going back to 2000.
Train and support branches through daily operations.
How the workflow connects
Find the account. Staff look up customer, meter and service information in the CRM.
Receive the request. A connection, transfer or maintenance request is associated with the correct account.
Process the work. Departments use standardized information to carry out their part of the service.
Track and report. Branches review processing outcomes and compile information for management.
Office and field teams share the same customer context
Customer requests can involve both commercial and technical teams. Shared information gives the receiving team the customer's context and provides field staff with records for their work. Those records remain available for later lookup, maintenance and branch reporting.
Delivery outcomes
The system serves more than 500,000 accounts across 9 branches, with over 200 management and reporting functions. Standardized historical information provides a consistent foundation for daily customer operations.
Manage over 500,000 customer accounts across 9 branches.
Synchronize records for new connections, account transfers and meter maintenance.
Provide over 200 management and business-reporting functions.
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