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Customer Snapshot: Overview

Providing over 1 Billion liters of water daily to over 6 Million customers.

Just as Anglian Water cares for their environment, they value their customers and deliver great services to the community. SAP is at the heart of Anglian Water, providing innovative solutions to help them meet their customers’ needs and make steps forward into the 21st century in a sustainable way.

Anglian Water Services Limited

Customer Website

Implementation Partners
CapGemini, GMA Solutions, Intergraph, Logica; O2, Opentext


Huntingdon, Cambridgeshire, UK

Number of Employees
approx. 4,000

Line of Business
Asset Management, Platform and Technology, Service

SAP Solutions
SAP Afaria, SAP BusinessObjects business intelligence (BI) solutions, SAP Customer Relationship Management (SAP CRM), SAP Enterprise Asset Management (SAP EAM), SAP Product Lifecycle Management (SAP PLM), Sybase Unwired Platform


Believe it or not – Anglian Water, a leading regional water utility company, serves the driest regions in the UK—some with less rainfall than Jerusalem.

"We are absolutely passionate about the environment."

As a leading utility company, their business is all about supplying that precious resource to six million customers in the east of England.

Customer Snapshot: History

The Anglian Water Authority was formed by the Water Act of 1973 as one of ten regional water authorities which took over statutory and local authority owned water supply and waste water (sewage) undertakings in the UK. Anglian Water was privatized as Anglian Water Services Limited in 1989. It is now a subsidiary of AWG plc.

Customer Snapshot: Business Model

Opportunity Meets Regulation

The water industry is one of the most highly regulated sectors in the UK. Several government agencies monitor and regulate performance on customer service, quality, prices and investment. Each region in the UK is supplied by one water utility company.

Households and businesses in Hartlepool and East England receive water and waste serves from Anglian Water that are:

– Affordable
– Top Quality
– Truly Sustainable

Customer Snapshot: Success Strategy

Fundamentally changing society’s relationship with water

Loving Every Drop, and Every Customer

Anglian Water aims to transform their business model from a regional water utility to a leading UK public services business. Besides top-quality service, environmental campaigns, such as Love Every Drop, are launched to fundamentally change society’s relationship with water. They are fully aware that reaching their goals means reaching every single one of their customers and paying attention to every detail in a very large service region.


At the 90% mark already, Anglian Water reaches for the best of the best: 100% customer satisfaction.

The Challenge


Reaching Every Customer

Anglian Water needed a solution which would allow them to manage their widely spread infrastructure over a large geographical region, with teams out maintaining, repairing and enhancing their assets from Monday through Friday.


Being at the right place at the right time...

With 6 million customers, they also needed a solution to understand specific customer problems and interact with their clients to deliver a great end-to-end service.

SAP is their core enterprise-wide solution.

Enter SAP

Recognizing the Best

When Anglian Water went to look for new packages, they didn’t just look at SAP. They researched the whole market place and talked to leading analysts because it was a really crucial decision for their business and they had to get it right.
SAP proved to have the best and most flexible solutions, surpassing industry standards and supporting growth—including a real passion for driving forward with mobile solutions.

Enter SAP: The SAP Experience

Users are enthusiastically anticipating new SAP solutions in their departments.

By design and a little bit by accident, Anglian Water turned to SAP whenever it needed an IT solution. Having a large SAP footprint gives them a tight integration, but also a platform to take advantage of and benefit most from.


Better Business


Solutions for Everyone

Anglian Waters started using SAP about 15 years ago, and continues to expand their services. With over 4,000 employees, Anglian Water manages 1,000 sewage and 300 water treatment works to serve over 6 million people.

Innovation with SAP.

Anglian Water and SAP:


Core back office HR and Finance

SAP for Utilities

Billing for utilities module

SAP Application Management/ SAP PLM

Manage, monitor and control assets


End-to-end customer view


Global reporting

SUP/ Afaria

Mobile solutions

Better Business: Benefits

A Strong Core

SAP is part of Anglian Water’s core IT strategy – from managing assets and enabling workforce, to an end-to-end view of their customers.

Some benefits include:

– Centralized operations through tightly coupled integration
– Increased efficiency and effectiveness
– Tailored and quick information on mobile devices—reducing paperwork
– Improved customer service

A True Corporate System

Better Business: Lessons Learned


Third Party Collaboration Support

The company worked with six to seven partners and suppliers, complicating the tasks of an already ambitious set of goals for Anglian Water. SAP worked directly with all parties involved, helping them understand the overall infrastructure and the new software.

Without SAP—this would not have worked

Better Business: Run Simple

Upgrading the Landscape

Anglian Water has a robust SAP landscape which they are currently upgrading. As part of the upgrade, they will be looking for opportunities to expand on the benefits of their current systems as well as improving in new ways.

Journey Ahead

Second to None

The future for Anglian Water’s business is really developing their platform as a leading provider of water and sewage services in the UK—with goals to deliver a service that is second to none over any other UK service provider.


SAP and all their solutions are at the heart of moving them forward.

Delivering safe water with the help of SAP.

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