VertexOne - Digital Customer Engagement Software

Lower Cost-to-Serve
Reduce the cost to serve with automated communications, self-service tools, and the digital conversion of customers.

Save Staff Time
Improve efficiency and make your life easier with digitization and the automation of previously manual, error prone tasks.

Engage Customers
Increase customer satisfaction with improved quality of service and greater public understanding of the value of water.

Need the latest customer self-service and communications capabilities?

VertexOne has been providing utilities with web self-service since 2000. Beyond just getting their monthly utility bill online, today’s utility customers expect a wide range of self-service options—on the web and on their mobile devices, wherever they happen to be. They want to pay their bills, see their usage, understand their options and receive relevant offers and information. They also want to be kept informed on a regular basis.

That’s why we created VertexOne Customer Engagement. Customer Engagement is comprised of the VertexOne web and mobile self-service platform (Customer Advantage), a customer communications module (Communication Advantage), and document and customer notification template manager (Document Advantage).

Customer Advantage is a fully hosted and managed, scalable and secure solution that integrates with a number of CIS systems. It is designed to:

• Lower a utility’s cost to serve by providing a breadth of easy-to-use self-service functionalities the adoption of which reduce traditional call volumes as well as mail and payment processing.
• Reduce bad debt and improve collections by allowing customers to view and pay their bills 24x7 with a number of payment methods and channels.
• Influence desired customer behavior by targeted marketing based on account information and encouraging bill payment from every page.
• Increase customer satisfaction and self-service adoption by providing information not available through traditional channels, detailed consumption and financial data, helpful hints and other data customers find of interest.

Communication Advantage allows utilities to:

• Allow customer to opt-in/out of communications and manage their preferred contact method;
• Manage the content of a customer communication itself (such as verbiage of email or SMS) via tight integration with Document Advantage. (System Administrator);
• Identify events to trigger a communication (who needs to receive it and when); and
• Send the communication itself.
• Control customer notification template management system

Document Advantage provides the ability to manage customer documentation, including letters, contracts, images, audio recordings, videos, etc. and integrates with Customer Advantage and your CIS.

WaterSmart Software The WaterSmart customer engagement and data analytics platform is a customer engagement and data analytics platform designed to help water utilities reduce the cost to serve their customers, improve operational efficiency and increase customer satisfaction with powerful outbound communication solutions, automated self-service and water usage insights.

Lower Cost To Serve
Customers want self-service and providing those options actually lowers the utility’s cost to serve. The adoption of online and mobile self-service means fewer calls to your utility’s customer care, billing, and field service.

Encourage Desirable Customer Behavior
By allowing 24x7 payments through a number of channels, not to mention providing customers with notifications and easy-to-find ways to view and pay invoices, utilities reduce bad debt and the need for collections activities.

Templatize And Automate Customer Communications
With Communication Advantage, customers can customize the type of messages they receive from the utility, while the utility can define, templatize, and send customer communications from a single dashboard.

Archive/Retrieve Most Any Communication
Customer communications and documents, images, and audio files and video files of virtually any format can be archived and retrieved by customers via self-care or customer care agents via the CRM/CIS.