Infinity CIS to enhance customer experience at San Gabriel Valley Water Company, CA
August 18, 2021 | El Monte, CA and Toronto, ON
With their CIS Transformation Project, San Gabriel Valley Water Company (San Gabriel) was looking to replace their legacy system with a modern, functionally robust customer-focused customer information system.
Their mission was to improve the internal and external customer service experience through access to timely and relevant customer information while still maintaining a personal connection to their customers.
Through its inherent design and functionality, Infinity CIS, the industry-leading customer information and utility billing solution from Advanced Utility Systems, fully met these objectives through various ways including:
- Its ease of use. Users can access key information on a single screen – no need to jump from screen to screen – to obtain information and perform routine functions.
- Configurable screens so users can obtain the exact information they need to assist customers in a timely manner.
- Utilizing intelligent workflows to eliminate many manual tasks for efficient customer service.
- A simplified delinquency process that provides clear information to users about a customer’s delinquency path and next steps.
- Exceptional integration abilities to reduce redundancy and manual workarounds.
- The ability to handle all rates and surcharges/surcredits for master/sub consolidated billing.
With this in mind and as a result of a rigorous procurement process, Advanced was selected as the vendor of choice by San Gabriel to implement Infinity CIS in the cloud using best practices.
Along with Infinity CIS, the complementary solutions Infinity Customer Engagement Portal and Infinity Field Workforce Management will also be implemented.
Infinity Customer Engagement Portal not only offers San Gabriel customers self-service functionality, but also transparency to their bills and usage as well as personalized, actionable advice on how to save.
Further, the My Alerts widget of the solution shows current active alerts based on customer settings and services including Bill/Usage Thresholds and High Usage/Leak Detection. It can also display Outages and other configurable options.
Infinity Field Workforce Management automates and optimizes field work activities and processes so that San Gabriel can improve productivity, effectiveness, and knowledge.
In addition to improving and enhancing the internal and external customer service experience, Advanced believes it is important to support its customers beginning with the contract negotiations stage all the way through to the ongoing post live support phase.
—Executive Vice President, Advanced Utility Systems
San Gabriel is a public utility serving approximately 100,000 customers.
For additional information contact:
(888) 355-7772 x4
About Advanced and Harris:
Advanced is a wholly-owned subsidiary of Harris Computer Systems that provides Customer Information and Billing solutions exclusively to municipal, investor owned and cooperative utilities. Harris is a leading provider of financial management and Customer Information Systems (CIS) software solutions. Since 1976, Harris has focused on providing feature-rich and robust turnkey solutions to all levels of local government as well as public power and water markets throughout North America. Harris' focus is on creating long-term relationships with our customers and ensuring that we meet the changing needs of our customers over time. For further information on Harris Computer Systems, please visit our website at http://www.Harriscomputer.com, or call 1-888-847-7747.