Case Study: Lee County Utilities cuts lobby traffic and reduces call wait times with Vertexone Customer Advantage

Lee County - Customer Case Study

Lee County Utilities, a division of the Department of Public Utilities in Lee County, Florida, needed to replace an aging customer service system to handle rapid customer growth and reduce call wait times and lobby congestion. In 2016 Lee County selected Vertexone to provide a fully hosted and managed Customer Self-Service (CSS) platform, including the Customer Advantage Self Service solution.

Vertexone’s hosted CSS and Customer Advantage Self Service enabled customers to pay via electronic funds transfer, a mobile app, and an online portal, shifting many transactions away from the lobby. As a result, the mobile app processed 4,314 transactions in April 2018, ETFs increased by 6,130 per month, web payments rose by 5,364 per month, and manual lobby transactions fell by 15,811 per month; Lee County was able to reallocate lobby staff to field-support roles, better align schedules to reduce call wait times, and cut overtime training costs.

Lee County

Paul Flores

Certified Scrum Master