Case Study: American Water accelerates billing and improves customer service with Basis Technologies BDEx

American Water resolves 6,000 billing exceptions daily with Basis Technologies

American Water, a utility company handling millions of customer interactions annually, faced the challenge of enhancing its billing systems without increasing downtime or customer resolution times. To beat backlogs and avoid a cycle of late billing, they sought to harness automation and turned to Basis Technologies for its BDEx solution.

By implementing Basis Technologies' BDEx, American Water gained a holistic view of transactions and exceptions, automating case assignment and empowering service agents to resolve issues immediately. This solution resulted in 6,000 billing-related exceptions being resolved per day and 98% of customer bills being issued within 24 hours of a meter reading, successfully turning customer service into a strategic differentiator.

American Water