Case Study: California Water Service Company achieves 25% higher field productivity and connected customer experiences with KloudGin

Cal Water Uses KloudGin to Modernize Field Operations and Connect with 2M+ Customers

California Water Service Company, the largest regulated water utility west of the Mississippi serving about 2 million people, needed to modernize field operations and improve customer communications. Field crews were tied to paper-based processes and multiple disconnected apps with poor offline access and repetitive manual data entry, while the company also needed better appointment routing and digital customer notifications and fast integration with systems like Oracle CC&B — so they turned to KloudGin.

KloudGin deployed its integrated Field Service and Asset Management Suite on the KloudPlatform and the Connected Customer solution, integrating with Oracle CC&B, ESRI GIS, Active Directory, PeopleSoft and Workday to deliver cloud-based, online/offline mobile work order management and real-time customer notifications. The KloudGin implementation produced measurable results: a 25% increase in workforce productivity and confirmed appointments, a 25% increase in work order volume, a 1% improvement in two-hour on-time arrival (to 96%), roughly $650,000 in annual savings, and a noticeably improved customer experience.

California Water Service Company

Michael Luu

Vice President of Customer Service and CIO