Case Study: Murfreesboro Water and Sewer District achieves 76% call containment and major cost savings with Vocantas' Utilities OnCall IVR

Murfreesboro Water and Sewer District - Customer Case Study

Murfreesboro Water and Sewer District (MWSD) needed a commercial off‑the‑shelf IVR to handle routine customer inquiries, increase self‑service payments, and free CSRs for complex issues. After a competitive bid, MWSD selected Vocantas’ Utilities OnCall™ interactive voice response solution to deliver those services.

Vocantas implemented Utilities OnCall with optimized call flows and seamless integrations; within a year MWSD saw IVR payment use double (from 22% to 44%) and call containment rise from 63% to 76%, freeing staff and improving efficiency. Vocantas’ deployment translated to measurable savings — roughly $9,687 to $48,931 in one month based on industry per‑call cost differentials — while boosting customer self‑service adoption.

Murfreesboro Water and Sewer District