WaterSmart Software Case Studies Empowering Billings City with Digital Transformation: A Case Study

	Empowering Billings City with Digital Transformation: A Case Study WaterSmart Software

Empowering Billings City with Digital Transformation: A Case Study

WaterSmart Software

Technology Category	Networks & Connectivity - NFC Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Electrical Grids Utilities
Applicable Functions	Sales & Marketing
Use Cases	Personnel Tracking & Monitoring Smart City Operations
Challenge	The City of Billings, Montana, the largest city in the state, provides reliable water distribution, wastewater collection and treatment, and garbage collection to its population of 110,000 people. The city was facing challenges in meeting evolving customer expectations and delivering a high-quality customer experience. Their initial attempt at an online payment platform was limited in functionality, focused solely on bills, and was cumbersome to use. The platform was not user-friendly and did not meet the needs of a wide range of customers, some of whom were tech-savvy while others preferred more traditional solutions. The city was receiving a high number of customer calls and complaints related to bills and payment issues. Therefore, they were in need of a platform with self-service solutions to help resolve these common customer issues online. Read More
About Customer	The City of Billings, Montana, is the largest city in the state, with a population of 110,000 people. The city provides reliable and safe water distribution, wastewater collection and treatment, and garbage collection services to its residents. The city is located in the fertile valley of the Yellowstone River and is surrounded by scenic mountain ranges. The city is committed to delivering a high-quality customer experience and keeping pace with evolving customer expectations. As a progressive utility, the city was determined to implement a digital solution that would improve operational efficiency and customer service productivity. Read More
Customer Name	City of Billings Read More
Solution	Billings partnered with VertexOne WaterSmart™ and InvoiceCloud to implement a data-driven software-as-a-service (SaaS) platform. The VertexOne WaterSmart™ customer engagement and data analytics platform offered a powerful solution to Billings. The Customer Self-Service Portal, available to all customers through a mobile and web application interface, provided a single place for customers to see consumption, check and resolve leaks, receive targeted messages, and analyze their current and historical bills. Together with InvoiceCloud, Billings was able to advance the solution and provide the community with a powerful and easy-to-use payment solution that would further enhance billing information by combining it with actionable usage data insights. Read More Log in to view content
Contents

Technology Category

Networks & Connectivity - NFC

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Electrical Grids

Utilities

Applicable Functions

Sales & Marketing

Use Cases

Personnel Tracking & Monitoring

Smart City Operations

Challenge

The City of Billings, Montana, the largest city in the state, provides reliable water distribution, wastewater collection and treatment, and garbage collection to its population of 110,000 people. The city was facing challenges in meeting evolving customer expectations and delivering a high-quality customer experience. Their initial attempt at an online payment platform was limited in functionality, focused solely on bills, and was cumbersome to use. The platform was not user-friendly and did not meet the needs of a wide range of customers, some of whom were tech-savvy while others preferred more traditional solutions. The city was receiving a high number of customer calls and complaints related to bills and payment issues. Therefore, they were in need of a platform with self-service solutions to help resolve these common customer issues online.

About Customer

The City of Billings, Montana, is the largest city in the state, with a population of 110,000 people. The city provides reliable and safe water distribution, wastewater collection and treatment, and garbage collection services to its residents. The city is located in the fertile valley of the Yellowstone River and is surrounded by scenic mountain ranges. The city is committed to delivering a high-quality customer experience and keeping pace with evolving customer expectations. As a progressive utility, the city was determined to implement a digital solution that would improve operational efficiency and customer service productivity.

Customer Name

City of Billings

Solution

Billings partnered with VertexOne WaterSmart™ and InvoiceCloud to implement a data-driven software-as-a-service (SaaS) platform. The VertexOne WaterSmart™ customer engagement and data analytics platform offered a powerful solution to Billings. The Customer Self-Service Portal, available to all customers through a mobile and web application interface, provided a single place for customers to see consumption, check and resolve leaks, receive targeted messages, and analyze their current and historical bills. Together with InvoiceCloud, Billings was able to advance the solution and provide the community with a powerful and easy-to-use payment solution that would further enhance billing information by combining it with actionable usage data insights.

Impact #1	The implementation of the VertexOne WaterSmart™ and InvoiceCloud solution has led to significant improvements in both customer experience and operational efficiency for the City of Billings. The intuitive and user-friendly solution has enabled customers to self-resolve issues and process their payments online, reducing the need for them to call the city offices. This has drastically reduced staff time spent on the phones, allowing them to focus on other critical projects. The city has also seen a steady growth in customer adoption of the digital solutions provided by VertexOne WaterSmart™ and InvoiceCloud. The city has received positive feedback from customers, with one customer praising the new water billing system for its ease of use and informative design. The city is optimistic about the future, expecting further adoption by customers, reduced burden on staff, and cost savings in running their business.

Impact #1

The implementation of the VertexOne WaterSmart™ and InvoiceCloud solution has led to significant improvements in both customer experience and operational efficiency for the City of Billings. The intuitive and user-friendly solution has enabled customers to self-resolve issues and process their payments online, reducing the need for them to call the city offices. This has drastically reduced staff time spent on the phones, allowing them to focus on other critical projects. The city has also seen a steady growth in customer adoption of the digital solutions provided by VertexOne WaterSmart™ and InvoiceCloud. The city has received positive feedback from customers, with one customer praising the new water billing system for its ease of use and informative design. The city is optimistic about the future, expecting further adoption by customers, reduced burden on staff, and cost savings in running their business.

Benefit #1	262% increase in electronic payments
Benefit #2	46% adoption of electronic payment channels
Benefit #3	Decrease in billing-related customer calls

Benefit #1

262% increase in electronic payments

Benefit #2

46% adoption of electronic payment channels

Benefit #3

Decrease in billing-related customer calls

Download PDF Version

Overview

Empowering Billings City with Digital Transformation: A Case Study

Operational Impact

Quantitative Benefit