Client Overview

Pinellas County Utilities (PCU) provides water and wastewater services to more than 120,000 customers on the west coast of central Florida.

Challenges and Goals

  • Replace and retire a 12-year old Customer Information System
  • Empower staff with efficient tools, faster reporting, automation of manual processes, and
  • improved overall flexibility and extensibility of customer experience systems
  • Migrate its 120,000 water customers and provide them robust self-service capabilities
  • Lower operational costs while increasing operational efficiency and customer satisfaction
AND THEN THE UNEXPECTED HAPPENED... Two weeks before the planned go live, the United States was effectively shut down because of COVID-19. Working together, PCU and VertexOne found a way forward. After a dress rehearsal was conducted in April 2020, the entire solution went live in the industry’s first 100% remotely delivered go live.


PCU chose to implement VertexOne’s product suite* and enter into a long-term partnership with VertexOne to host and manage the following at a fixed price over 10 years:

  • VXengage (formerly VertexOne Customer Advantage™) which gives secure online self-service end-user options
  • VXenterprise (formerly VertexOne CIS Enterprise™) with  SAP S4/HANA version 1901
  • to modernize their meter-to-cash process offering an efficient interface for city staff
  • VXprint and VXpay (formerly VertexOne Bill Print + Payment™) which serves as a single platform for bill processing and alleviates the city of all burden

Key Results by the Numbers Pinellas Case Study - Feature Image

  • 62% reduction in time to resolve customer calls
  • 65+ new/improved features for staff and customer self-service
  • 183 internal processes improved or automated
  • 100% automation of manual collections processes


Benefits of Partnering with VertexOne

  • Rapid deployment with VertexOne FastStartTM deployment methodology
  • Enhanced customer management processes
  • Enhanced billing and reporting
  • Full automation of several 100% manual collections processes
  • Faster reporting output, enabled by an in-memory database
  • Team ownership of their processes and the system
  • Full collaboration with VertexOne before, during and after deployment and implementation


View the Pinellas County Case Study


VertexOne’s re-named product portfolio echoes the company’s long-standing mission to enhance the customer experience. Therefore, products mentioned in these resources may not reflect our current portfolio names. Click the link to learn more about our product renaming and restructure.