Wales & West Utilities improve response rates

Overview: Wales and West Utilities improve emergency response rates

Wales & West Utilities improve their emergency response rates with address validation for SAP CRM

Wales & West Utilities is the gas emergency and pipeline service across Wales and the southwest of England. With a gas network of more than 35,000 km of gas pipes, they supply gas to around 2.5 million households and businesses, serving a population of 7.5 million people. Discover how Wales & West Utilities drastically improved their engineer response with Experian Data Validation for SAP CRM solution

Maintenance engineer monitoring data on a tablet

Challenge overview

Wales & West Utilities deals with thousands of emergency calls a day, striving to keep over 7.5 million of people safe and warm. The company embarked on a major business restructuring. Like any other business, it was important that they hit the right balance of their engineers being quick and efficient whilst following precautions as safely as possible. Being heavily reliant on their pressurised workforce, the company quickly identified that they needed an address management solution to help validate addresses, primarily for its gas connections operation. 

  • Seek an address management solution to help validate addresses
  • Provide efficient and excellent customer service
  • Improve day-to-day management and communications
View Wales & West Utilities Profile
Company Bio:

Wales & West Utilities have been transporting gas to homes and businesses with the extensive network of pipe throughout Wales and the southwest of England for nearly 20 years. Established in 2005, they deliver the services with 24 hours a day, 365 days a year. They respond to gas emergencies, and they invest £2m every week across their network, connecting new properties and replacing old metal pipes with new long lasting plastic ones, to make sure the communities Wales & West Utilities serve receive a safe and reliable gas supply for generations to come.

Industry: Utilities
Number of employees: 1,300
Number of people served: 7.5 million
The importance of this system cannot be underestimated as there are mission-critical aspects to this work. For health and safety reasons, it is vital to get the engineer to the right address as quickly as possible, and address validation helps us to do this.
Phil Pike, Head of IT, Wales & West Utilities

Solution overview

Experian Data Validation for SAP seamlessly integrates with Wales & West Utilities’ SAP CRM solution. When call centre agents enter new gas connection customers’ details into the CRM, Experian’s app validates the address and completes the details correctly. 

When a member of the public smells gas, they call an emergency number which is routed to a national call centre operated by the National Grid. They then get routed to relevant gas distributors to deal with the emergency. Wales and West Utilities uses Experian Data Validation for SAP CRM to validate each address on entry. The solution includes a real-time look-up to the MPRN (Meter Point Reference Number), identifying each individual’s gas meter in seconds, ensuring that the right engineer is sent to the right place quickly. 

Wales & West Utilities drastically improved their engineer response with Experian Data Validation for SAP CRM solution.
Learn how Experian can help integrate your applications
  • Real-time MPRN look-up now helps the mission-critical system work efficiently
  • Identifies each individual's gas meters in seconds for swift engineer response to the right address
  • Able to meet Ofgem standards for reaching the source of gas escapes within a one-hour period
Wales and West Utilities improve emergency response rates

Wales & West Utilities improve emergency response rates with address validation

Download full case study

Related Products

We have solutions we can tailor for your business needs

Speak to an expert
Case Study
Helping TRIVER support small businesses with instant capital in a click

When it comes to accessing working capital, small businesses face a number of challenges. Application processes can be lengthy and often require significant paperwork. Even then, once loans are approved, it can sometimes take weeks for businesses to receive the funds, making it harder to service their short-term needs.

But through using advanced data and sophisticated AI, small business working capital provider TRIVER has revolutionised how small businesses access finance, underwriting the risk of small business borrowing in an automated and near-instant way.

See full story >
Case Study
A new context for Open Banking data

Our mission at Experian is to help drive financial inclusion for everyone, continually exploring new ways to use our data for good to support consumers to meet their financial goals.

We gifted our Affordability Passport solution to entitledto and believe housing helping to introduce Open Banking data into a space that could see immense benefits.

Most customers were positive about the use of Open Banking and willing to consent to the process. They found the process easier and more user-friendly, especially as it removed the requirement for paper proofs and enabled access to housing more quickly.

See full story >
Case Study
Using insights to inform expansion planning and improved customer experiences

Village Hotels’ unique business model—comprising Hotel Accommodation, Food & Beverage, and Health & Wellness—allows for diverse revenue streams and cross-selling opportunities. Despite the challenges posed by the Covid-19 pandemic, the company has remained committed to expansion with aims for continued growth both organically and through new developments.

See full story >
Case Study
A decade of partnership to power Travis Perkins' logistics operation

Travis Perkins is a leading supplier of building materials to the construction industry, operating more than 500 branches in the UK.

The company relies on valid address data for a seamless multi-channel shopping experience, ensuring efficient delivery of bulky construction goods to both in-store and online customers.

Learn how we’ve partnered with Travis Perkins for more than ten years, using address validation and location technology to support business operations whilst safeguarding customer experience.

See full story >
Case Study
Utilising ConsumerView and Mosaic datasets to develop actionable insights

When developing the ‘Impact Community Carbon Calculator’, The Centre for Sustainable Energy (CSE), in collaboration with the University of Exeter’s Centre for Energy and the Environment, utilised Experian’s ConsumerView and Mosaic datasets.

Designed for use by parishes, wards, district councils and unitary authorities, the tool needed to consider the myriad of household compositions, consumption patterns, and lifestyles present in different areas when calculating the community’s carbon footprint.

See full story >
Case Study
Fighting fraud with data analytics

Financial fraud is a multi-million-pound industry. In 2022, losses exceeded £1 billion in the UK alone.

Through our CrossCore machine learning platform, we helped leading UK credit provider, NewDay to fight fraud together. 

See full story >