Water utilities face a complex set of challenges due to rapid urbanization, changing weather patterns, and rising customer demands. Stress on limited resources and rising costs require the industry to invest in the customer relationship as a way to inform customer behavior and establish a partnership that benefits residential and commercial customers, the utility, and more importantly, our planet.

Part of the solution includes prioritizing customer engagement strategies, improving satisfaction, alleviating contact center congestion, and conserving resources. In particular, providing customers access to clear usage data while exposing prospective leaks is essential for water utilities. This is accomplished via multichannel communications with embedded data analytics to create filtered ad hoc alerts and personalized water leak and billing notifications.

Leading utilities such as BGE, PECO, City of Newark, and City of Chicago partner with AGENT511 to deliver text and mobile messaging for ad hoc alerts and personalized messaging.

• REACH Preference Management delivers critical communications in accordance with customer preferences and your business logic to maximize customer engagement, transparency, and create loyalty
• REACH Data Connect is a foundation for complex analytics and workflows that creates customer insights and calls to action
• REACH INTERACTIVE two-way interactive virtual assistants and live chat for water usage and billing questions, grant assistance, appointment re-scheduling, and service changes.