Case Study: Bullhead City achieves seamless utility transition and improved customer experience with VertexOne

Optimizing Billing Processes and Ensuring Community Trust while Transferring Ownership of Utility Services

Bullhead City, Arizona, needed to rapidly take over water and wastewater services from an investor-owned utility and modernize its meter-to-cash systems without disrupting service to 21,000+ customers. Facing tight legal timelines, manual bill generation and limited digital engagement, the City selected VertexOne to provide a modern Customer Information System and digital engagement tools, including the VertexOne Complete SaaS suite (VXenterprise, VXengage, VXcommunicate, VXprint/VXpay and related services).

VertexOne implemented the suite to migrate data, automate billing and payments, enable secure online self-service and manage multi-channel communications, allowing a seamless ownership transition with zero service interruption. The deployment increased staff availability for customer service, reduced manual bill printing and mailing burdens, improved customer digital access and analytics, and delivered measurable efficiency gains — including saving about 30 off-premises staff hours each week — while lowering cost-to-serve and improving customer experience.

Bullhead City

Robert Drexler

Financial Administrator