Avertra’s co-innovation partner, Halifax Water earns Level II Winner and Fairfax Water, Level II Finalist in the “Innovation in Digital Engagement” category in CS Week 2023’s Expanding Excellence Awards (EEA) with its driven theme, “Setting Tomorrow’s Foundations Today”. This event was in the attendance of over 2,000 utility and vendor attendees.
“Expanding Excellence Awards are foundational keystones of CS Week. With utilities across North America facing unprecedented change and upheaval, our 2023 winners and finalists represent examples of determination, innovation and teamwork. They are walking, talking role models and best practice examples. We are thrilled to recognize and raise up their achievements for others to emulate and follow.”
Halifax Water (HW) serves more than 105,000 residents. Before taking their first digital steps, HW’s customers heavily relied on the call center for bill inquiries or to start and stop a service. In an effort to empower customers to become self-sufficient digital experts and deflect calls, Avertra seamlessly integrated its MiCustomer Digital Experience Platform (DXP) to handle such requests, without disruptions. As a long-term solution, Avertra was able to successfully integrate its online solution with HW’s Enterprise Data Warehouse that allows customers to self-serve while simultaneously aggregating real-time data from multiple sources. Customers can now access their Halifax Water accounts and a suite of services online through Customer Connect.
Another success story nominated for the “Innovation in Digital Engagement” category featured Fairfax Water, the largest water utility in the state of Virginia with two million customers. Facing similar bottlenecks in the customer experience, as well as a multitude of issues stemming from their legacy system. In less than 12 weeks, Avertra efficiently delivered in an agile methodology its DXP with zero disruptions and enabled customers to embrace automated start and stop service, and enjoy many other useful functionalities.
“Today’s utility technology and customer-facing systems are complex. These projects and implementations demonstrate that back-office and customer-facing improvements, customer experience enhancements and operational cost-savings are not just possible; they are doable, but they require committed leadership and service excellence as guiding principles.”
These success stories are a testament to Avertra’s leadership and determination in providing a more digital world and highlights the importance of a digital experience platform. With many more releases to come in the near future, Avertra’s fruitful partnership with Halifax Water and Fairfax Water continues to serve as a catalyst in bridging the gap between customers, employees, and businesses to simplify life for all.
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