Fair­fax Water — sit­u­at­ed between large dig­i­tal enter­pris­es such as Ama­zon, Uber, Face­book, and AOL — has cus­tomers accus­tomed to a high­ly dig­i­tized ​“fla­vor palette.” To accom­mo­date that tech-savvy taste, Fair­fax Water under­went a dig­i­tal trans­for­ma­tion by upgrad­ing its ERP and CIS sys­tems to SAP S/4 HANA. By lever­ag­ing SAP tools and SAP Acti­vate method­ol­o­gy, this trans­for­ma­tion was han­dled effi­cient­ly by its inter­nal SAP team using a brown­field approach. This enabled Fair­fax Water to migrate to SAP S/4HANA with­out re-imple­ment­ing and with­out dis­rupt­ing exist­ing busi­ness processes. 

In tan­dem, Fair­fax Water imple­ment­ed an omnichan­nel cus­tomer expe­ri­ence lever­ag­ing Avertra’s MiCus­tomer plat­form. The three-release deploy­ment approach includes new fea­tures, func­tion­al­i­ty, process automa­tion, and inno­v­a­tive solu­tions lever­ag­ing advanced ana­lyt­ics. The first release was accom­plished in under 12 weeks, and the sec­ond and third are yet to come. This phased approach allowed for accel­er­at­ed deliv­ery of ini­tial val­ue and func­tion­al­i­ties while bal­anc­ing the risk of oper­a­tional impacts on this business. 

Fair­fax Water is con­tin­u­ing its dig­i­tal trans­for­ma­tion through the devel­op­ment of a tech­nol­o­gy mas­ter plan that will con­tin­ue to guide it into the future. 

Key Takeaways: 

• Tran­si­tion to SAP S/4HANA
• Con­nect with cus­tomers through any chan­nel to deliv­er value 
• Improve oper­a­tional efficiencies