EPCOR’s vision has always been to deliver the best water/wastewater, natural gas, and electricity service and the best possible customer experience to its customers in North America. To meet the challenges of a growing customer base and raise its customer satisfaction levels ever higher, EPCOR had to find a CIS and a partner that would help them achieve their goals.
The City of Billings, MT is the largest city in the state of Montana Billings provides reliable and safe water distribution, wastewater collectionnn and treatment, and garbage collection to its population of 110,000 people. Billings is located in the fertile valley of the Yellowstone River and surrounded by scenic mountain ranges. Billings partnered with VertexOne WaterSmart™ and Invoice Cloud to achieve a seamless customer experience and significant improvements in operational efficiency.
Each utility has a unique set of circumstances when upgrading its utility systems. Occasionally, a utility’s provider halts development or support of a current system in exchange for a new system. This was the case for Hendersonville. When their old CIS vendor informed them that the previous system was no longer being developed, the Utility needed to find the right vendor with a customer-centric portal and a data-driven utility dashboard.
Bullhead City turned to VertexOne for a suite of modern solutions allowing the City to bring their operational systems up-to-date and increase customer satisfaction while minimizing service interruptions.
Continuous growth in Lee County's customer base increased workload pressures on the county staff. Because of this, customers sometimes experienced increased call wait times when they contacted the call center for Field Service operations such as move-ins and service changes.
DC Water needed a partner to help implement new technologies to its customers. The water provider's dated technologies required an upgrade that made their services more agile, adaptable and scalable, as well as promised security within DC's government buildings.
The City of Mansfield, TX launched the WaterSmart Program in 2018 following a massive drought that presented major challenges in customer communications. Staff were looking for ways to provide customers, with and without AMI data, greater insights around their utility bills and improve their overall customer service. Hear from the Mansfield team how their program has excelled their communication efforts, decreased community frustration, and saved everyone money!
EPCOR USA’s vision was to focus its resources on high-quality customer interactions related to resolving tough issues like water quality and conservation. However, its support staff had to spend the majority of its time fielding customer calls about high bills and other routine complaints.
The South Tahoe Public Utility District (STPUD) provides reliable and safe water distribution and wastewater collection and treatment for 14,000 water customer accounts and 18,000 wastewater accounts. The District is located next to the pristine Lake Tahoe in the Sierra Nevada mountains known for nearby ski resorts and beaches.
The Village of Lombard, IL launched the WaterSmart Program in 2018 to complement a large meter upgrade. The Village was looking to be more efficient with their time and find the best way to manage their new hourly data for both their internal team and their customers. Hear from the Customer Service Systems Manager how their program has helped staff to stress less, identify leaks much quicker, and educate customers!
The Athens-Clarke County (ACC) Public Utilities Department (PUD) system in Georgia provides high-quality drinking water to nearly all ACC residential, commercial, governmental, and industrial users within its boundaries. The distribution system includes 827 miles of water lines and supplies service to approximately 41,300 customer accounts.
Due to rising costs associated with capital projects, DC Water wanted to rule out any revenue leakage from theft, uncollected and possibly unbilled revenue. They enlisted VertexOne to undertake a data-backed approach to identify sources of potential revenue leakage.
A post-implementation enhanced SaaS solution which includes cloud-based infrastructure management, application management and support, IT security services and system technical/functional upgrades.
The Mammoth Community Water District launched its WaterSmart program in May of 2016. The staff hoped to capitalize on the vast amount of data they were receiving from their new advanced metering infrastructure (AMI) system and provide an improved customer experience to their service area. Hear from the Mammoth Community Water District’s team how the data analytics and customer engagement platform has made their lives easier and delighted their customers.
The Acton Water District began working with WaterSmart Software in February 2016 to implement a Customer Portal in addition to electronic billing presentment to satisfy their community’s demand. Acton has since capitalized on WaterSmart’s analytic capabilities to detect leaks with their automatic meter reading (AMR) system and utilizes WaterSmart’s Group Messenger to actively engage their customers with messages across multiple channels (email, automated voice, and SMS text).
Natick Water launched the WaterSmart Program in February 2019 to improve processes around leak detection, customer outreach, and general operational efficiency. Staff were looking for ways to get more out of their automatic meter reading (AMR) system and escape the limitations of only communicating with customers via their quarterly bills.
The Portland Water Bureau launched its WaterSmart program in August 2015. The staff’s goal for the program is to target assistance to low-income single-family households and help them reduce their water and sewer expenses and continue to stay engaged with Bureau assistance programs.
Download the case study to learn about how VertexOne identified, collected, processed, organized, audited and imputed key data sets required for the segmentation. Segmenting customers allowed the utility to decide how to relate and maximize the value of their customers, as well as maximize the value for the customer.
Partnering with SAP and VertexOne has given the utility the experts needed to keep powerful, sophisticated software up to date. It’s provided a current customer experience platform without requiring the purchase of expensive equipment. It’s given the utility a predictable cost of ownership since the technology is managed and updated regularly as part of the service agreement.
Metropolitan St. Louis Sewer District (MSD) was challenged with making significant reductions to bad debt provisions and days sales outstanding. Although MSD was collecting 97% of its billings each year, bad debt was growing by $3.5M annually. Unlike many utilities, operating as an “unapplied service” meant that MSD does not have the option to shut off service to delinquent customers. MSD partnered with VertexOne to meet their challenge.