• November 25, 2020
 With $22m investment, EPWater works to enhance customer experience

Photo courtesy EPWater

With $22m investment, EPWater works to enhance customer experience

As technology evolves, so do customers’ expectations for convenience and speed; to that end big changes in technology are coming to EPWater.

“To guarantee our customers a more gratifying and efficient experience,  we are in the initial stages of obtaining a new Customer Information System (CIS) to better respond to our customers, whether they are paying a bill or reporting a leak,” EPWater officials announced Monday.

“We have heard from customers that hold times for customer service are too long and that customers want more options to pay bills. El Paso Water recognizes the urgency of ensuring that our customers’ sophisticated expectations are met.”

Officials share that with this $22 million investment, EPWater is pursuing various technological avenues in customer service to be on-demand and relevant.

“Today’s customers expect more sophisticated choices beyond just a customer service phone line,” officials stated via a news release. “EPWater wants to expand how we interact with our customers beyond just mailing a bill. The goal for the new CIS will be to add multiple communication and service features such as text or chat.”

EPWater wants to offer a full menu of self-service features beginning with their customer portals, where customers can access their account information through multiple devices.

According to the release, customers will have options to pay their bill online and perform a variety of self-service transactions – such as reporting a leak or making payment arrangements – 24 hours a day, seven days a week.

Though these upgrades will take a few years, other improvements have been implemented and are making a difference, such as:
  • Customers may request a payment extension through Interactive Voice Response (IVR) without waiting to speak to an agent. With about 5,000 extension requests per month, more than half are now handled through IVR. Recent survey results of these customers showed overwhelming customer satisfaction with the IVR.
  • Calls are recorded for quality assurance and quality control purposes. Recordings are used to train staff to improve the customer experience and departmental performance.
  • Customers currently have the option to request an English-speaking or Spanish-speaking agent.

The new system will offer modern analytics and reporting to allow EPWater to track our performance and measure customer satisfaction. This data will help us know how to better serve our customers.

“EPWater knows that investing in a new CIS not only improves efficiency, it pays big dividends in customer validation and satisfaction. Please bear with us while we make these necessary improvements. Ultimately, the CIS will help us build a stronger relationship of trust and loyalty between EPWater and our customers,” officials added.

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