Ultimax offers an outsourced call center for the South African Department of Water and Sanitation. The call center provides a single point of entry through a cloud-based hosted service center to standardize processes, streamline operations, and proactively manage customer accounts and requests to improve customer satisfaction. The SAP Cloud for Service solution was implemented by Rangewave | Growthworx over 5 months for 120 users, going live in March 2014 with inbound case management and planned integration and additional features in future phases.

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Ultimax - DWS with
SAP Cloud for Service
About Customer
Ultimax offers an outsourced Call Centre for the DWS (Department
of Water and Sanitation).
The Department of Water and Sanitation is one of the departments
of the South African government.
This department's mandate seeks to ensure that the country’s water
resources are protected, managed, used, developed, conserved and
controlled by regulating and supporting the delivery of effective
water supply and sanitation.
Business Drivers for Selecting C4C
 A cloud-based hosted Service Centre that can innovatively
provide a functional service creating a single point of entry
 A solution that enables standardisation of processes through
which the Department can streamline its functional operations to
proactively contact, manage and maintain DWS’s customer base
accounts and related requests, thereby ensuring increased
customer satisfaction
 A fully integrated SAP Cloud for Service Solution
Project Details
 Implemented By – Rangewave | Growthworx
 No of users – 120
 Project Duration – 5 Months
 Go-live date – 14 March 2014
 Scope for go – live –
 Phase 1 – Contact Center Service
 - R1: Inbound Case Management
 Next phases planned –
 Phase 1 – Contact Center Service
 - R2: SAP Cloud for Service Integration – One View
 - R3: Outbound Case Management
 Phase 2 – Mobile Service
 Phase 3 – Self Service
 Special Features –
 Integration
 Planning for PI – only starting with R2 now