Case Study: Hendersonville achieves 50% fewer late/delinquent payments and saves up to 30 customer service hours per week with VertexOne WaterSmart

Digital Engagement Increased Efficiency while Improving Customer Self-Sufficiency and Customer Satisfaction

Hendersonville, TN, needed a new customer portal and better access to meter-read water-usage data after its billing software provider stopped supporting the existing system. The Utility wanted online billing, a self-service portal, faster move-in processing, fewer payment-related calls, and ways to reduce staff workload; they selected VertexOne and its WaterSmart platform to meet those needs.

VertexOne implemented WaterSmart to provide digital service-request forms, automated analytics and consumption alerts, and online/phone payment routing. The solution saved staff up to 30 customer-service hours per week, avoided replacing a retiring employee, cut late and delinquent payments by about 50%, reduced daily cutoffs from roughly 15 to 6–7, drove 40% customer adoption of usage analytics, and made the move-in process about 10× faster.

Hendersonville

Marty Fellers

Information Technology Manager