Case Study: Village of Glenview achieves faster leak alerts, staff time savings and 20% Customer Portal sign-ups with Vertexone (WaterSmart)

Digitizing Manual Staff Processes

The Village of Glenview, IL, a mid-sized community with a municipally owned water utility, had completed an AMI rollout and used interval data to detect likely leaks but had no customer emails on file. Staff manually printed, mailed, and tracked weekly leak notices—a time-consuming process that used about ten hours of staff time per week. To digitize outreach and streamline leak notification they engaged Vertexone’s WaterSmart customer engagement platform for automated leak detection, print alerts, and a Customer Portal.

Vertexone’s WaterSmart solution generated same-day printed leak alerts with easy-to-read charts and portal registration instructions and used its Utility Analytics Dashboard to automate tracking and documentation. The automated service eliminated the manual printing and spreadsheet work, freed staff for higher-value tasks, and drove digital conversion: roughly 20% of accounts initially alerted by print registered for the Customer Portal, and one-third of those had additional leaks detected within two months and could thereafter be reached via email or text.

Village of Glenview

Jody Ruiz

Resolution Center Supervisor