Wendy Kloeg Laeven

“Itineris demonstrated a strong commitment to teamwork and their consultants are very results-driven, while maintaining a realistic perspective and showing deep engagement. Many Dunea employees truly enjoy working with the Itineris team, which is a key factor in making such a huge project a success.”

Wendy Kloeg-Laeven,
Division Manager Customer and Business Support, Dunea

Mathijs Haaksma

“The drive the Itineris team had, and the commitment to meet deadlines, stick to the schedule, and push through challenges – even bringing in extra people when needed – was truly unique for us.”

Mathijs Haaksma,
Program Manager, Dunea

Itineris Customer: Dunea

About Dunea

Dunea produces and supplies drinking water to around 1.4 million customers across the western part of South Holland, the Netherlands. Beyond water supply, Dunea plays a key environmental role by managing the coastal dunes between Monster and Katwijk, protecting the natural ecosystem that supports water production.

With over 24,000 miles of pipelines, Dunea takes a proactive approach to asset management, replacing more than 46 miles annually to ensure reliability and sustainability.

Dunea’s strategic partnership with Itineris

Since 2016, Dunea has partnered with Itineris and adopted the UMAX platform to support its operations – drawn by its strong alignment with the needs of water utilities and its seamless integration with Microsoft technologies.

In 2025, Dunea took a strategic step forward by upgrading UMAX to the latest version on Microsoft Dynamics 365. This marked a key milestone in their digital transformation journey, enabling new capabilities and laying the groundwork for improved user and customer experiences.

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Challenges and Objectives

The UMAX upgrade was driven by several strategic goals:

  • Improve user satisfaction – making the platform intuitive and efficient for employees.

  • Increase data quality – ensuring accurate, reliable, and centralized information across the organization.

  • Increase process efficiency – streamlining workflows and reducing manual work.

  • Enhance customer engagement – enabling better service and more personalized interactions.

To achieve these goals, the upgrade focused on maximizing the use of standard applications, eliminating custom development wherever possible, and building on Microsoft reference architectures.

This approach not only modernized Dunea’s operations, but also prepared the platform for future AI integration, enabling smarter workflows and advanced automation down the line.

Solution

Beyond upgrading UMAX’ core Customer Information System (CIS), Dunea has successfully implemented a comprehensive suite of UMAX modules, including:

  • UMAX Customer Service
  • UMAX Asset Management
  • UMAX Field Service Mobile
  • UMAX Finance & Projects
  • UMAX Supply Chain Management

Today, up to 70% of Dunea’s business processes run on UMAX, forming the backbone of their digital operations.

All operational data is seamlessly accessible through Dunea’s centralized data platform, developed as part of the upgrade project. This empowers Dunea to make data-driven decisions, automate key processes, and lay the groundwork for future innovations.

Results

The UMAX upgrade journey at Dunea

Watch the video to learn why Dunea chose to upgrade UMAX, how they experienced working with the Itineris team, and how the project was delivered on time and within budget.

The UMAX upgrade quickly delivered tangible benefits. Within just two months after go-live, a large-scale employee satisfaction survey revealed that user experience had improved across the board – in some areas significantly – compared to the previous on-premise system.

Delivering such strong results so soon after implementation highlights the effectiveness of the partnership and the robustness of the UMAX platform.

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