Case Study
New Plumbing Solutions
"Implementation was really smooth and IPscape made it really easy to understand"
- Project Coordinator, New Plumbing Solutions
1. The Business
New Plumbing Solutions (NPS) provides high-quality plumbing maintenance and civil works for water and sewerage services to government, councils, and commercial clients across Australia. They support over 50 clients, including major organisations such as Sydney Water, Greater Western Water, and the Melbourne Arts Centre.
2. The Challenge
New Plumbing Solutions (NPS) provides high-quality plumbing maintenance and civil works for water and sewerage services to government, councils, and commercial clients across Australia. They support over 50 clients, including major organisations such as Sydney Water, Greater Western Water, and the Melbourne Arts Centre.
3. The Solution
NPS selected IPscape’s platform for its comprehensive feature set, including integrated workflows and advanced reporting capabilities. The solution was implemented smoothly to ensure a seamless transition. SCAPE helped streamline customer experience workflows, reduce wait times, and improve efficiency. The platform’s reporting features enabled NPS to meet client requirements, and the Agent Whisper functionality allowed agents to manage multiple brands seamlessly, resulting in a 20% reduction in handle time.
4. The Benefits
SCAPE provided NPS with greater control over their customer experience workflows, improved reporting, and enhanced agent performance. The solution supported their ability to scale operations, manage multiple brands, and achieve higher client satisfaction, all while driving business growth.