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WATER UTILITIES

Engaged customers help you achieve your business objectives

Achieve customer satisfaction, generate revenue, and position your water utility for the future with relevant, personalized communications.

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Building the Water Utility of the Future

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.

Introducing REACH. More than a notification platform

REACH is a hosted customer engagement platform trusted by leading water utilities that achieves the right balance between standard features and interfaces. It operates in accordance with your rules, your schedules, and your customer’s needs.

  • Rules and templates are configurable to provide flexibility
  • Delivers billing and payment messages along with comparative usage alerts, appointment reminders, and even volume service disruptions
  • Natural language processing (AI) helps to automatically answer requests 24×7 and route complex requests to agents
  • Expert integration, project management, and training services support your business objectives to achieve state-of-the-art integration
  • Continuous investment in expanding communications channels such as Apple Chat, WhatsApp, and more

REACH Ecosystem

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.

REACH Results

REACH is an award-winning application that has run consistently for over a decade.

  • AGENT511’s text messaging notifications are read 95% of the time (6-8x more than email)
  • Our client BGE won the 2021 Chartwell Bronze Customer Care award for its implementation of REACH text chat
  • Appointment reminders mitigate missed truck visits nearly 60% of the time
  • High-volume capacity up to 1 MM/hour.
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REFERENCE

PECO REACH Customer Communications

PECO leveraged REACH Preference Management in order to expand channel capabilities and interactivity to expeditiously inform customers about service disruptions.

View our PECO Case Study

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