The agreement is being implemented through Qualco UK Ltd and forms part of the Group’s broader international growth strategy.
As part of its digital transformation, Thames Water is upgrading its approach to claims management and customer communications by investing in advanced technology solutions and analytics. Following a competitive selection process, the organization chose Qualco’s QCR platform for claims management and automated decision-making, which is integrated into the Qualco ExtraCollect platform.
The solution enables optimal case allocation to external partners, maximizes recovery rates, and ensures a structured and efficient operation, while replacing existing legacy systems. The platform is delivered as a plug-and-play solution, fully aligned with Thames Water’s core billing infrastructure, with Atos providing specialized SAP integration expertise to ensure compatibility with the organization’s operational architecture.
The project is also expected to deploy predictive models, allowing for a more personalized approach to customers and more effective management of cases involving financial hardship.
“This initiative is part of our broader strategy to enhance the support we provide to our customers, particularly those facing financial challenges,” said Nina White, Director of Income at Thames Water, emphasizing that investments in modern technologies strengthen transparency and efficiency.
From Qualco’s side, Deputy CEO Spyros Retzekas noted that the collaboration “combines technology, operational capability, and regulatory compliance to meet the demands of one of the most challenging customer service environments in the United Kingdom.”
Christian Jacob, Managing Director of Qualco UK, highlighted that fair customer treatment is a core operational priority, emphasizing that the partnership will enhance data-driven decision-making, operational efficiency, and oversight within a highly regulated environment.
It is noted that Qualco UK already supports 22 companies and manages portfolios exceeding £10 billion in the UK credit market, underscoring the strategic significance of the new agreement for further consolidating the Group’s presence in the international market.