Case Study: Butler County Water and Sewer achieves cost savings and automates 25% of customer calls with Vocantas Utilities OnCall

Butler County Drastically Reduces Call Traffic with IVR

Butler County Water and Sewer (BCWS), an Ohio utility serving more than 40,000 customers, needed an Interactive Voice Response (IVR) solution to reduce inbound/outbound call volume, improve response times, and avoid increasing call‑center staffing after bringing billing and customer service in‑house. They selected Vocantas and its Utilities OnCall IVR to meet technical requirements and budget constraints while integrating with their Cogsdale Customer Information System.

Vocantas implemented Utilities OnCall to automate routine customer requests, provide instant payment options, and interface with BCWS’s Cogsdale billing system (SQL Server). The Vocantas IVR now handles over 750 inbound calls monthly (more than 25% of average call volume), makes about 1,000 outbound delinquency/high‑usage calls per month, offers 24/7 web reporting, and enabled BCWS to eliminate costly third‑party service and additional staff—delivering measurable cost and efficiency improvements.

Butler County Water and Sewer

Bob Tisch

Technical Services Administrator