Truckee Meadows Water Authority Upgrades Customer Service Operations with VertexOne
Posted in: Cloud CIS
Reno, NV—February 17, 2015—Vertex announced today a successful migration of Truckee Meadows Water Authority’s customer service systems and processes, driving significant customer experience improvements through its VertexOne™ technology and Software as a Service (SaaS).
Truckee Meadows Water Authority (TMWA) serves 118,000 customers across the Cities of Reno, Sparks and Washoe County. Vertex has partnered with TMWA since 2001 to host and manage their customer service technology, allowing TMWA to deliver excellent customer experience while focusing on service delivery. The upgrade was completed in just 9 months and extends the relationship between TMWA and Vertex through October 2019. Using the VertexOne migration process, Vertex delivered a simplified upgrade, with lower risks and resource requirements from TMWA to achieve the improvements.
To support their goals of delivering a superior customer experience, the utility sought solutions that made it easier than ever for their customers to engage with them, including multi-channel customer engagement technology. The migration includes a cloud-based CIS application, an enhanced web-based customer self-service portal, and an easy-to-use telephony system design based upon thousands of hours of real-life usability studies.
Employing VertexOne technology allows TMWA to shift the burden from the user to the system with streamlined, guided processes, along with robust safeguards for accurate data input. Faster call handling, reduced training time, increased user and customer satisfaction, and more accurate customer data drive operational savings and lower costs for the utility. The enhanced customer portal offers additional self-service multi-channel options including multiple payment channels and the ability to sign up for TMWA services, like electronic and paperless billing, start service and the ability to update account information.
“Our Vision Statement says “To enhance the quality of life in the Truckee Meadows by delivering exceptional, customer-focused water services,” and our relationship with Vertex is one of the key ingredients in making that happen,” said Andy Gebhardt, Manager Customer Services at Truckee Meadows Water Authority. “These technology updates will continue to help us as we constantly strive to improve our customer service delivery. Over the course of our 13-year partnership with Vertex, they have consistently and reliably supported our changing customer experience needs through their SaaS approach to our business.”
“TMWA is more resource rich because they have learned the value of a trusted and experience SaaS partner to provide new technology, affordably. Vertex has delivered TMWA’s customer experience technology platform for 13 successful years,” said Andrew Jornod, President of Vertex Business Services. “With the proven processes and technology available in the VertexOne platform, the water utility is able to concentrate on its internal operations, improve revenue management, and deliver a better customer experience.”
About Vertex Business Services
Dedicated solely to the utilities industry, Vertex Business Services is a recognized leader in customer experience. Vertex serves more than 30 million customers for 50 electric, gas and water clients across North America. Through a wide range of transformational services and solutions—from the VertexOne Software as a Service platform, to consulting and analytics, to BPO and customer experience outsourcing--Vertex helps utilities more efficiently deliver a compelling customer experience. For more information, visit www.vertexgroup.com.
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