Case Study: Las Vegas Valley Water District achieves $3.6M cost avoidance, 37% fewer disconnections and 66% less unauthorized consumption with NICE Systems

Increasing Revenue And Reducing Costs While Improving Customer Experience

The Las Vegas Valley Water District (LVVWD), a not‑for‑profit water utility serving more than two million people in Southern Nevada, needed to increase revenue, cut costs and improve customer experience amid budget constraints and rising call volumes. Key challenges included reducing disconnections and uncollected debt, eliminating unnecessary field service calls driven by agent errors, stopping unauthorized water consumption, and building a stronger customer‑service culture.

LVVWD deployed NICE SmartCenter solutions — Interaction Analytics, Quality Management, IEX Workforce Management and Interaction Management — to run a comprehensive listening program, pinpoint root causes across channels, and integrate insights with their CRM. They implemented IVR payments and process fixes, launched targeted agent training, corrected a system error causing missed consumption reads, and revamped quality and recognition programs. Results included $3.6M in avoided field‑call costs, a 37% reduction in disconnections, a 66% drop in unauthorized consumption, a 10% reduction in key agent errors (saving $95K), and an average quality score of 93% (above the 91% target).

Las Vegas Valley Water District

Penny Tootle

Customer Service Supervisor