VertexOne Partners with American Water to Enhance Digital Customer Experience for Millions

VertexOne and American Water Join Forces to Elevate Customer Experience

In a landmark collaboration, VertexOne, a leading provider of cloud software, has been selected by American Water, the largest regulated water and wastewater utility in the United States, to implement its innovative VXconnect platform. This partnership is set to revolutionize the customer experience for American Water’s extensive customer base, which exceeds 14 million across 14 states.

The backbone of this transformation is the VXconnect platform, which is designed to deliver a mobile-first digital customer experience. Matt Prine, American Water's VP and Chief Customer Officer, emphasized that the decision to partner with VertexOne stemmed from the latter's deep expertise in the utility sector and a solid track record with similar utility companies. He noted that the VXconnect platform's maturity is crucial for meeting the current and future needs of their vast customer demographic and strategic goals.

American Water has always prioritized customer experience, making this advancement particularly significant as they continue expanding their operations. The VXconnect platform boasts a modular architecture, which offers the flexibility to enhance capabilities over time, efficiently integrating new customer populations without compromising the quality of service.

A focal point of VXconnect is its dedicated mobile application. This first-of-its-kind app for American Water is a direct response to the contemporary consumer's need for convenience in managing their utility services. Through this app, customers will have the power to handle payments, monitor usage, and request services at their convenience—anytime and anywhere. Furthermore, the introduction of conservation and usage analytics will not only enrich customer satisfaction but also contribute to American Water's sustainability goals. The addition of electronic billing and digital communications signifies a shift toward a more connected, paperless experience.

Takisha Walker, American Water's Senior Director in Customer Operations, underscored that this initiative isn't merely a technology upgrade; it's a strategic commitment to enhancing customer interaction based on modern expectations. Their mission, which is to provide safe and reliable water and wastewater services, will now extend into how they engage and serve their customers.

The broader implications of this partnership are profound. By adopting VertexOne's VXconnect, American Water aims to empower its customers, enabling them to manage their accounts with greater independence and efficiency. This shift is envisioned to cultivate a strong, trusting relationship between the utility provider and its clientele, improving overall customer experience.

According to Keith Ahonen, COO of VertexOne, this partnership marks a key development in shaping a contemporary utility experience, noting that VertexOne's commitment goes beyond merely supplying a platform—they are focused on equipping American Water for expediently serving its growing customer base. VXconnect's design prioritizes unification, scalability, and a user-friendly experience that resonates with industry standards set by leading utilities like American Water.

In summary, the partnership between VertexOne and American Water represents a significant step towards modernizing utility customer interactions. By leveraging cutting-edge technology and a forward-thinking approach, they are setting the bar for best practices in the industry while fulfilling their mission to keep life flowing for millions of customers. This investment in customer experience not only enhances satisfaction but also fosters a sustainable future in utility management.

For more information on how VertexOne is transforming the digital customer experience or to discover broader details on American Water’s services, visit their respective websites.