DALLAS, TX, May 25, 2010 -- Vertex, a leading international Customer Management Outsourcing business with clients in the private and public sectors, announces that it has won a contract extension and new business with Truckee Meadows Water Authority (TMWA), a community-owned water utility that ensures the treatment, delivery and availability of high-quality drinking water for 330,000 residents of the Truckee Meadows in Reno and Sparks, Nevada.
Vertex has been working with TMWA since 2001, providing full customer management outsourcing (CMO) services and customer information system hosting services using Vertex's proprietary platform, eCIS+. As part of this contract, which runs until 2016, Vertex will continue to provide CMO and eCIS+ hosting services as well as now manage dispatch services for TMWA.
"Working with Vertex, we've been able to become more efficient, and that has helped us not only improve our internal operations but also more effectively serve our customers," said Andy Gebhardt, supervisor of field and meter services for Truckee Meadows Water Authority. "By extending our relationship and engaging with Vertex for our dispatch services, we expect to dramatically improve on existing processes, which will enable us to respond to our customers' service requests in a more timely fashion, all while achieving a greater cost savings."
"We are excited to have the opportunity to continue our long-standing relationship with TMWA and extend the services we provide to further strengthen customer support efforts," said Dan Sullivan, managing director, utilities, Vertex North America. "We look forward to working with TMWA in the years to come."
eCIS+ and its predecessor E-CIS currently support over 7 million end use customers. The systems are well suited for municipal and mid-sized investor-owned utilities. eCIS+ provides a unique, browser-based interface. Its design is based on usability studies of utility customer service representatives, taken from thousands of hours of analysis around call types, user behaviors, business process and Web best practices. The result is a highly interactive desktop application that is designed to achieve optimum business performance. For more information, visit www.vertexgroup.com.
About Truckee Meadows Water Authority
Truckee Meadows Water Authority (TMWA) is a not-for-profit water utility, overseen by elected officials from Reno, Sparks and Washoe County. TMWA employs a highly skilled team who ensure the treatment, delivery and availability of high-quality drinking water around the clock for more than 330,000 residents of the Truckee Meadows.
Vertex employs about 9,000 people on three continents across 70 locations, delivering solutions to a wide range of clients 24/7 and supporting 45 million consumers. In North America, there are more than 2,500 dedicated professionals based in 19 Centers of Excellence serving more than 23 million consumers for nearly 70 electric, gas and water clients. Vertex is rated by The Black Book of Outsourcing (a Datamonitor Group Company) as the number one global provider of Utilities BPO services. Our global operations involve the annual processing of 28 million payment transactions valued at $2.8 billion and the handling of 20 million inbound calls, as well as the printing and distribution of 45 million documents and the processing of 2.7 million items of incoming mail. A recognized leader in Customer Management Services, we provide a wide range of transformational service solutions to deliver successful outcomes for our clients in the areas of: BPO & Customer Management Outsourcing; IT Applications and Services; Consulting and Transformation; Collections and Special Servicing; Decision Sciences.