Greater Cincinnati Water Works goes live with CIS, billing solution
Ventyx announced that Greater Cincinnati Water Works (GCWW) has rolled out a new release of the company's Customer Suite customer information system (CIS)/billing software solution. The rollout marks another in a growing list of Ventyx clients moving forward with the company's new, Web-based version of Customer Suite to increase efficiency and optimize customer service...
• Ventyx continues growing momentum in rolling out new CIS installations
ATLANTA, GA, Sept. 22, 2008 -- Ventyx®, a private software provider to the energy and utility industry, announced that Greater Cincinnati Water Works (GCWW) has rolled out a new release of the company's Customer Suite customer information system (CIS)/billing software solution. The rollout marks another in a growing list of Ventyx clients moving forward with the company's new, Web-based version of Customer Suite to increase efficiency and optimize customer service.
GCWW supplies more than 48 billion gallons of water a year through 3,000 miles of water mains to approximately 235,000 residential and commercial accounts. Over the past several years, GCWW's service area has grown to include the entire Greater Cincinnati area, as well as Boone County and Florence, Kentucky. In recent years, GCWW has matched this growth with investments in people and technology to increase its ability to serve customers' needs through more efficient business processes and greater access to customer service resources. Part of this investment included a CIS that could support best-in-class business processes and centralize all information needed by the call center in order to improve responsiveness to customer requests.
"At GCWW, we know that our customers need to reach us when and where it is convenient for them, which is why we offer convenient office hours for personal service as well as self-service by phone and over the Web 24 hours a day, 7 days a week," said David Rager, Director, GCWW. "When customers do contact us, they want their issue resolved as quickly as possible. That is why we have continued to upgrade our technology with solutions like Ventyx Customer Suite to help our staff serve customers' needs in the fastest, most efficient manner possible."
Ventyx Customer Suite is the most comprehensive customer management system available today offering unparalleled flexibility and workflow capabilities. It can manage all customer-facing processes, from simple inquiries, to marketing initiatives, to complex billing. The new version of Customer Suite provides personalized Web portals for customer service representatives with easy access to answers to customer questions, as well as customer self-service portals for account information, profile updates and billing data.
"Our experience with Customer Suite and Ventyx has been extremely positive," added Rager. "We have had a very successful go-live, producing bills on the first night with the new system. And, our customer service reps have provided highly positive feedback on their ability to handle calls with the new system. We really feel that Customer Suite is the most productive CSR portal for the quick resolution of customer calls."
GCWW joins a growing number of client who have moved to the new release of Ventyx Customer Suite, including:
-- Atmos Energy
-- City of Charlotte, NC
-- City of Garland, TX
-- Cobb County, GA
"Like many of our clients, Greater Cincinnati Water Works is an industry leader in customer service, and they have committed to our solutions to maintain this leadership," said Ventyx President and CEO Vince Burkett. "Their customer service, as well as their efficiency, has been recognized by industry organizations such as the Association for Metropolitan Water Agencies. By investing in our new Customer Suite solution, the utility proves that they remain dedicated to increasing customer service levels while delivering results to the bottom line."
Greater Cincinnati Water Works, a municipally owned and operated utility, serves more than 1 million customers in the Greater Cincinnati area.
Ventyx is a leading business solutions provider, delivering asset management, mobile workforce management, customer care, energy trading and risk management, energy operations, and energy analytics solutions.