Case Study: Boston Water & Sewer Commission modernizes utility operations with Itineris UMAX

Boston Water & Sewer Commission serves over 1 million residents with Itineris

The Boston Water and Sewer Commission (BWSC) was operating on a legacy system and sought a strategic partner to modernize its operations. They selected Itineris to implement its UMAX Customer Information Solution (CIS) to support their meter-to-cash, customer service, mobile work management, and business intelligence needs.

Itineris migrated BWSC's CIS to a modern cloud-secure architecture and enhanced it with new intelligent features. The solution included a revamped self-service portal and AI-powered tools like a chatbot for bill inquiries and a machine learning system for tailored payment reminders. This has empowered staff to handle interactions more efficiently and provided faster, more consistent support for the utility's over one million customers.

Boston Water & Sewer Commission