Case Study: Lansing Board of Water & Light achieves utility modernization with Itineris UMAX

Lansing Board of Water & Light boosts customer self-service to 71% with Itineris

The Lansing Board of Water & Light, Michigan's largest municipal electric utility, faced challenges with a 30-year-old customer information system (CIS) that was expensive to maintain and poorly integrated. To support its commercial, industrial, and university customers and manage future growth, BWL needed a modern, scalable solution and selected the UMAX CIS from vendor Itineris.

Itineris successfully implemented its UMAX solution, a cloud-based CIS, which provided BWL with real-time data, automated workflows, and a customer self-service portal. The results included a 71% adoption rate of self-service, a 32% auto-pay enrollment, and nearly 10% in project savings. The implementation also automated 142 business processes, leading to greater operational efficiency and improved customer satisfaction.

Lansing Board of Water & Light (bwl)