Waco, Texas, partners with WaterSmart on customer self-service platform

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The City of Waco, Texas, has announced a new partnership with WaterSmart Software to deploy a self-service and customer engagement platform for the staff and end-use customers of the city.

On the heels of a recent announcement to deploy smart meters and analytics to improve operational efficiency, the WaterSmart Software-as-a-Service platform gives the city and residents powerful new capabilities including irregular water-use notifications, a high bill explanation module, and the industry’s first leak resolution system. Customers also have access to bill information and extensive, personalized water use analytics to help them manage their water spend more effectively.

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“The City of Waco prides itself on finding innovative ways to better engage our customers and maintaining a high level of service our customers have come to expect, while keeping operational expenses down,” said Jonathan Echols, public relations coordinator, City of Waco. “We’re excited to work with WaterSmart to help us reduce customer service costs by automating and digitizing what were previously manual processes. On the customer side, users will be more engaged, registering for leak notifications to help save money and protect their households, and self-resolving many of their own questions.”

In addition to providing detailed information on billing and leak, customers can now easily self-serve around many manual processes including starting and stopping service, requesting field staff support, applying for rebates or customer assistance programs, or reporting water waste. These previously manual, paper-driven process are now digitized through the WaterSmart platform and provide both customers and utility staff with up to the moment updates on process status.

“WaterSmart is honored to have been selected by the City of Waco to enhance their Advanced Metering Infrastructure deployment and demonstrate the value of these investments to their customers” said Kevin Kern, CEO of WaterSmart. “WaterSmart has helped utilities throughout the nation build a Bridge-to-AMI while providing their customers the same level of online self-service they have come to expect from other service providers. We anticipate that the City of Waco will achieve the same impressive results.”

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