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DC Water Upgrades the Customer Self-Service Experience with VertexOne

08/01/17
Posted in: Cloud CIS

RICHARDSON, Texas -  Vertex, a leader in utility customer experience solutions, today announced that DC Water, provider of world-class water services in Washington D.C, has completed the first phase of the implementation of the VertexOne Cloud CIS, Web & Mobile Self-Service, and Mobile Work Management solutions. The major upgrade was completed in the 8th month of a 12-month implementation. Last month, DC Water went live with the customer self-service portal www.mydcwater.com and mobile self-service app.  The new customer self-service experience offers customers new, more secure, and easy-to-use services for bill pay and understanding water usage. The launch of these features is the first step in providing DC Water with the immediate ability to improve the customer experience while streamlining operations and supporting its long-term goals of superior customer service.

DC Water serves a high volume of government agencies along with residential, commercial and industrial customers. DC Water has relied on Vertex as their customer experience technology partner for almost 20 years, and embarked on a major expansion of the existing partnership in December of 2016.  The utility was searching for a tier-one solution that would allow it to better engage its customers and adapt to an increasingly complex market landscape.  DC Water wanted to provide its customers with state of the art technology to manage their accounts. These requirements demanded an agile solution that could grow and evolve as the demands on the utility increase. To ensure their resources stayed focused on serving their customers and improving the operation, DC Water chose a cloud-based model, electing to bring the new customer self-service experience live first so as to deliver value to its customers more quickly while it worked on the remaining elements of the new system.

"This year we set out to make significant improvements to the customer experience," commented George S. Hawkins, DC Water CEO and General Manager. "In January, we introduced a revamped website and now we have re-launched the online customer portal. We will continue to roll out new functions well into the future, ensuring our customers have modern, secure and easy-to-use services."

Added Charles Kiely, Assistant General Manager, "The portal is part of a larger Customer Information System solution that will capitalize on operational efficiencies to improve our service delivery to customers.  Our goal is to provide near real time information at the fingertips of our Customer Care Associates to better answer customer inquiries, respond faster and resolve problems with fewer contacts."

"DC Water is a leader in their industry and also a leader in utilities moving to the cloud" said Andrew Jornod, chief executive officer of Vertex. "Vertex is thrilled to be a part of the transformation of their customer experience."

About Vertex

Dedicated solely to the utility industry, Vertex Business Serviceshas been arecognized leader in customer experience solutions for the past 20 years. Vertex serves nearly 10 million end customers for more than 30 electric, gas and water clients across North America. Through a wide range of innovative services and solutions including the VertexOne cloud platform inclusive of CIS, ERP, EAM, MWM, MDM, and Customer Self Service Vertex helps utilities more efficiently deliver a compelling customer experiencewhile alsodriving utility operations forward. Vertex takes on the heaving lifting of keepingcurrentwith the rapid pace of technology changes, so utilities don't have to - leaving our customers more time to focus on core utility business,andleaving the technology to us. For more information, visit www.vertexone.net

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