According to the company, the roll-out marks another in a growing list of Ventyx clients moving forward with the company’s new, web-based version of Customer Suite to increase efficiency and optimize customer service.
Ventyx has said that over the past several years, Greater Cincinnati Water Works’s (GCWW’s) service area has grown to include the entire Greater Cincinnati area, as well as Boone County and Florence, Kentucky. In recent years, GCWW has matched this growth with investments in people and technology to increase its ability to serve customers’ needs through more efficient business processes and greater access to customer service resources. Part of this investment included a customer information system (CIS) that could support business processes and centralize all information needed by the call center in order to improve responsiveness to customer requests.
According to the company, Ventyx Customer Suite offers flexibility and workflow capabilities. It can manage all customer-facing processes, from simple inquiries, to marketing initiatives, to complex billing. The new version of Customer Suite provides personalized web portals for customer service representatives with easy access to answers to customer questions, as well as customer self-service portals for account information, profile updates and billing data.
Vince Burkett, president and CEO of Ventyx, said: Like many of our clients, Greater Cincinnati Water Works is an industry leader in customer service, and they have committed to our solutions to maintain this leadership. Their customer service, as well as their efficiency, has been recognized by industry organizations such as the Association for Metropolitan Water Agencies. By investing in our new Customer Suite solution, the utility proves that they remain dedicated to increasing customer service levels while delivering results to the bottom line.
