The management of the complete water cycle (from catchment and drinking water treatment to distribution, meter reading, fault resolution and purification) is one of the most complex critical operations in the utilities sector. Thousands of distributed assets, critical infrastructures, strict regulations, constant communication with citizens and administrations… and all this with the growing demand for transparency, speed and traceability.

In this context, Salesforce becomes the ideal platform to digitize field processes, centralize incidents and offer a modern citizen experience. But when we talk about communications with legal value, outage notices, incident notifications or maintenance documentation… an additional challenge arises: how to ensure certified evidence without leaving Salesforce?

The answer: integrate Salesforce with CertySign, MailComms Group’s certified communications and legal traceability module, already available within the Salesforce ecosystem.

The challenge: Ensuring full traceability in a regulated and critical sector

Water companies must comply with regulatory requirements, audits and service obligations where documentary evidence is key:

• Record inspections, maintenance and actions in Drinking Water Treatment Plant (DWTP), Wastewater Treatment Plant (WWTP), pumps and valves.
• Manage notifications of scheduled outages or supply incidents with proof of notification.
• Document actions in the event of health risks or environmental incidents.
• Maintain a reliable history of incidents, work orders and associated communications.
• Demonstrate compliance with municipalities, consortiums, regulatory agencies and audits.

The usual problem: processes are fragmented, one part of the information is in SCADA, another in legacy systems, another in Excel sheets, another in external communication platforms?

The result: poor traceability, legal risk and an improvable citizen experience.

Salesforce as the operational core of the water cycle

With the combined capabilities of Service Cloud, Field Service and Data 360, operations can be centralized end-to-end:

• Automatic creation of incidents by IoT reading (pressure, flow, turbidity, levels).
• Generation of Work Orders assigned to the appropriate technician.
• Work Plans configured by asset type (hydrants, stations, valve chambers).
• Mobile app for technicians with full traceability, even in offline mode.
• Operational and regulatory dashboards with Tableau.
• Synchronization with critical SCADA data through MuleSoft or APIs.

Salesforce brings personalization, omnichannel, automation, and a unified view of service.
But one key piece was missing….

CertySign: Legal traceability in every communication and transaction, without leaving Salesforce.

This is where CertySign brings a huge differential:
allows certifying the content, time, recipient and result of each communication sent from Salesforce.

This means that a water utility can:

• Send notifications of outages, incidents or quality changes with legal value.
• Ensure traceability of notifications to citizens, customers or administrations.
• Add certified evidence to inspections, maintenance, technical actions or emergencies.
• Obtain a complete audit file: communications, attachments, logs and status.
• Activate automatic flows based on rules, segments or IoT events.

All this directly from Salesforce, without external tools and in compliance with eIDAS, GDPR and industry regulations.

Automated flow: how the complete process works

Let’s take a look at a typical process that today many utilities perform manually, fragmented and without legal evidence:

1. Automatic detection of an anomaly

The SCADA system detects an anomalous pressure drop in a sector.
Data 360 receives the signal and generates a case automatically.

2. Activating a Work Order

Service Cloud categorizes the incident and Field Service generates the Work Order.
Automatic scheduling assigns a nearby technician.

3. Certified communication to affected parties

Salesforce identifies citizens or companies in the affected industry.
CertySign sends a certified communication with:

• Reason for the cut
• Affected area
• Estimated duration
• Safety measures
• Evidence of shipment and delivery

4. Execution of the intervention

The technician takes action, documents with photos, readings and forms.
Everything is recorded in the mobile app.

5. Closure and traceability

Upon completion, Salesforce automatically sends the Certysign certified service reinstatement notice from Salesforce.

The complete file (incident + action + certified communications) is archived in Salesforce.

Key benefits for a water utility

• 360º traceability of the operational and documentary process
• Certified evidence for audits, contracts and claims
• Reduced response time to incidents
• Complete automation of the operating cycle
• Clear, transparent and verifiable citizen experience
• SCADA data centralization + CRM + communications
• Cost reduction in legal and administrative communications

Conclusion

The water sector is undergoing an unprecedented transformation: more regulation, complex infrastructures, peaks in demand and growing citizen demands. Against this backdrop, the combination of Salesforce + CertySign makes it possible:

• More efficient operations
• Auditable traceable processes
• Legally robust communications
• A modern and sustainable service model

If your organization manages water networks and wants to make the leap to a truly connected, certified and citizen-focused operation, this is the way to go.