Northumbrian Water

Northumbrian Water engaged Bluewave to upgrade the organisation’s internal systems, customer service, and field service processes – in order to increase efficiencies and boost customer and developer satisfaction.

Bluewave’s experts began collaborating with NWG more than three years ago, building a close working relationship over the course of this ongoing digital transformation. Using Salesforce Service and Experience Cloud, our team has built a series of innovative solutions designed to boost DMEX scores for NWG and improve the organisation’s field service offering.

In this video: NWG, Bluewave, and Salesforce provide a detailed walk through of the project, explaining how the project began, the solutions that have been deployed so far, the positives that have been achieved, and Northumbrian Water’s plans for the future – in collaboration with our team.

Watch the full video case study here:

Featured Speakers:

Andrew Duncan – Salesforce Administrator at NWG

Lynne Papadimitrou – Customer Service Manager, Developer Services at NWG

Helen Lumsden – Head of Customer Operations at NWG

Tom Handy – Developer Services Regulation and Compliance Manager at NWG

Jordan Craigs – Customer Team Manager at NWG

Connor Varley – Customer Team Manager at NWG

Paul Mooney – Sales Director at Bluewave

Adam O’Keeffe-Smyth – Solution Architect at Bluewave

Dan Oldridge – Sales Cloud RVP at Salesforce

About Northumbrian Water

Northumbrian Water Group is a leading performer in the utilities industry, providing the best quality water and effective sewerage services to citizens and businesses in Northumbria, Essex, and Suffolk. Sustainability is at the core of NWG’s purpose; the organisation greatly values the natural capital and ecosystems that we all depend on, and works towards protecting and enhancing the environment. Northumbrian Water is also passionate about meeting customers’ needs and having a positive impact on local communities. The organisation is extremely customer focused, results driven, ethical, innovative, and is proud to work as one team.

Northumbrian Water focuses on delivering reliable and resilient services that are vital to public health, giving unrivalled customer experiences every time, empowering internal teams, making positive contributions to society, and demonstrating the organisation’s value within the utilities sector.

About Bluewave

Innovation with experience.

Bluewave Technology is a privately owned Platinum Salesforce Partner founded in Dublin, Ireland in September 2000. Since then, our highly skilled technical experts have built a solid reputation for customer success, by providing bespoke digital solutions and consultancy services. Our proven implementation process has led to the delivery of over 250 successful Salesforce projects and engagements in the last decade.

We utilise Salesforce-powered technology to help organisations of all sizes with their digital transformation journey.

In early 2025, Bluewave Technology was acquired by Aspire Systems, a leading global technology services company, strengthening our Salesforce practice and expanding our presence in Europe. Since joining the Aspire family, Bluewave has gone from strength to strength, while continuing to deliver excellent solutions for customers across the UK and Ireland. Find out more about Aspire Systems here.