We’re delighted to announce that Bluewave has been shortlisted for three prestigious Northumbrian Water Group (NWG) GEM Awards, including Unrivalled Customer Experience and One Team.
The recognition is particularly meaningful as it continues a journey that began several years ago. Bluewave has been collaborating with NWG for over five years, working on multiple Salesforce-powered digital transformation projects throughout that time. In 2023, Bluewave was shortlisted for both the Unrivalled Customer Experience and Achieving a Great Result categories, before going on to receive the Runner-Up award for Achieving a Great Result. Three years later, we’re proud to once again be recognised for the impact of our work with NWG, with additional acknowledgements that reflect the breadth of the transformation we’ve delivered together.
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A Longstanding Partnership Driving Transformation
Bluewave has worked alongside Northumbrian Water Group for a number of years, supporting the organisation’s digital transformation ambitions through the design, delivery and continuous improvement of customer and operational services. Working closely with teams across Developer Services, Customer, Asset, Wastewater and Information Services, we’ve helped implement Salesforce-based solutions that improve customer experiences, streamline operations and enable smarter decision-making. From transforming developer customer journeys through digital self-service to modernising field operations and replacing critical legacy systems, our focus has always been on delivering meaningful outcomes for both NWG and its customers. This collaborative approach has enabled NWG to modernise complex processes while maintaining excellent service delivery, creating a strong foundation for future innovation.
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What Are the GEM Awards?
The GEM Awards are Northumbrian Water Group’s annual supplier recognition awards, celebrating organisations and teams that have made outstanding contributions to helping NWG achieve its vision and strategic objectives. The awards recognise excellence across a range of categories, highlighting suppliers who demonstrate innovation, collaboration, customer focus and exceptional delivery. Being shortlisted is a significant achievement, reflecting the value suppliers bring to NWG’s business and the communities it serves. This year’s shortlist recognises Bluewave across three distinct categories, each representing a different aspect of our partnership with NWG.
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Some of Our Shortlisted Categories
Unrivalled Customer Experience
This award recognises suppliers who deliver world-class customer service and place customers at the heart of everything they do. Bluewave was shortlisted for transforming the Developer Services and Field Service customer journey and user experience through the delivery of fully digital, Salesforce-powered platforms. Our solutions enable customers to submit applications, track progress, receive quotations and complete payments online, creating a seamless end-to-end experience. The transformation has delivered significant results, helping NWG consistently respond well within regulatory targets. Customer feedback has also been exceptionally positive, with the overwhelming majority of surveyed customers awarding the service a perfect 10 out of 10.
One Team
The One Team award celebrates collaborative working and the ability to bring people together to achieve outstanding outcomes. Our partnership with NWG has always been built on shared ownership, transparency and collective accountability. Rather than operating as an external supplier, Bluewave works as an extension of NWG’s teams, collaborating across multiple directorates and regions to deliver transformational change. This approach has helped align processes, accelerate decision-making and support the successful adoption of Salesforce across numerous services. The result has been stronger collaboration, improved consistency and the successful delivery of complex programmes while maintaining live operational services.
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Delivering Measurable Results Together
The work recognised through these shortlistings spans several major initiatives that have delivered lasting value for NWG. One of the most significant achievements has been the transformation of Developer Services through digital self-service and field service modernisation. Customers now benefit from faster, more transparent interactions, while operational teams can focus on higher-value activities. Bluewave also supported the replacement of an Excel-based legacy system underpinning a critical annual wastewater process. The successful migration of thousands of historical and active cases established a secure, scalable platform for the future. Alongside these programmes, Bluewave delivered an innovative customer experience capability that proactively identifies potential customer dissatisfaction before issues escalate. The solution is helping strengthen customer outcomes and supports NWG’s ongoing D-MeX performance ambitions. Across every project, the focus has remained the same: improving customer experiences, reducing complexity, increasing operational efficiency and creating sustainable long-term value.
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Looking Ahead
Being shortlisted for three GEM Awards is a fantastic recognition of the collaborative relationship between Bluewave and Northumbrian Water Group, and a reflection of the hard work, dedication and expertise demonstrated by teams across both organisations. We’re incredibly proud of what we’ve achieved together and grateful to everyone involved in making these projects a success. We look forward to attending the GEM Awards ceremony next month and celebrating alongside the many suppliers and teams who continue to support NWG’s vision. Whatever the final results, we’re honoured to be recognised and excited to see what comes next in our ongoing partnership with Northumbrian Water.
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For information about Bluewave’s awards and accreditations, or to find out more about our bespoke, Salesforce-powered digital transformations, please contact a member of our dedicated team today.