Case Study: Bedford Regional Water achieves faster transaction processing and streamlined operations with inHANCE's Impresa CIS

Bedford Regional Water Authority Replaces Inefficient Legacy Software with inHANCE's Impresa CIS

Bedford Regional Water Authority, which serves over 15,000 water and sewer customers in Bedford County, VA, was hampered by an outdated legacy CIS that required manual data entry, produced slow reporting, and tied up the system during a 3–4 hour monthly processing cycle, preventing CSRs from handling transactions. Seeking a modern solution to automate payment plans, reduce repetitive steps, and improve customer service, the Authority chose inHANCE and its Impresa customer information and billing software.

inHANCE implemented Impresa (integrated with Invoice Cloud for electronic billing), streamlining workflows so routine transactions now take roughly three clicks instead of five time-consuming steps and reducing processing time to less than half of previously required time. The Authority gained more robust reporting, automated payment-plan processing, and responsive support from inHANCE’s Professional Services (ticket responses in about 10 minutes), boosting CSR productivity and overall operational efficiency.

Bedford Regional Water

Marcie McIvor

Customer Serivce Manager