Case Study: Water Utility Company improves customer experience and service restoration with Planit

Delivering better and more timely information to customers with the help of new and integrated IT solutions

A water utility company faced a challenge with its fragmented, asset-focused service restoration process, which resulted in low customer satisfaction scores for being kept informed. To pivot to a customer-centric approach, the utility engaged Planit to help implement new and integrated IT solutions, including a geospatial tool and customer notification system.

Planit provided comprehensive testing services to ensure the successful implementation of the solution. The results included an $8-16 million annual operational saving, a 3-5% uplift in customer satisfaction, and a reduction of 4,000 calls per month. The project also won industry awards and enabled the utility to successfully shift to a customer-centric service model.