American Water Selects VertexOne Customer Platform
American Water selects VertexOne VXconnect to provide mobile customer self-service and usage analytics for 14 million people in 14 states.
VertexOne will provide its VXconnect customer self-service and consumption analytics platform to American Water, which serves approximately 14 million people across 14 states and 19 military installations. The water and wastewater utility has selected the platform for a mobile-first digital customer experience built around its national scale. VXconnect will support account management, payments, usage viewing and service requests, alongside conservation analytics, electronic billing and digital communications. At the heart of VXconnect is a dedicated mobile app, a first for American Water.
Mobile Customer Services
American Water plans to use the platform’s modular architecture to add capabilities over time and onboard new customer populations. Customers will be able to manage payments, view usage and request services through the mobile app.
Matt Prine, VP, Chief Customer Officer at American Water, said:
“American Water prioritizes customer experience for those we currently serve, as well as for new customers as our footprint continues to grow, and one of the strengths of the VXconnect platform is that it is built to scale. VXconnect's modular architecture means we can extend capabilities over time, onboard new customer populations efficiently, and maintain a consistent, high-quality digital experience for all customers across American Water's national footprint.”
Usage And Conservation Insights
The VXconnect deployment includes conservation and usage analytics intended to provide customers with personalized insights. Electronic billing and digital communications advance a more connected, paperless customer experience.
Takisha Walker, Senior Director, Customer Operations and Project Delivery Lead at American Water, said:
“This is not just a technology upgrade, but a strategic investment in meeting our customers where they are, providing the high-quality service they expect and deserve. Our mission is to deliver safe, clean, reliable, and affordable water and wastewater services, and that mission also extends to how we deliver the customer experience.”
Platform For National Scale
VertexOne’s platform will give American Water and its customers account controls while helping the utility respond when customers need information or assistance. The supplier positions VXconnect as a platform designed to unify customer experience functions as utilities expand.
Keith Ahonen, Chief Operating Officer at VertexOne, said:
“American Water sets the standard for what a modern water and wastewater utility can be and represents the next step in VertexOne's commitment to shaping the future of utility customer experience. Because we're not just providing American Water a platform, we're helping them better serve their expanding customer base. VXconnect was designed with that exact goal in mind: to unify, scale, and deliver a customer experience that keeps pace with the utilities who define and lead the industry.”
