Sensus Logic™ MDM Improves Customer ServiceSource: Sensus
In a survey of water utility customer service departments, respondents listed a number of issues they face2:
- Outdated technology – 43%
- Difficulty in integrating automated systems (particularly AMR and CIS) – 36%
- Legacy/knowledge sharing (indicative of succession and knowledge management problems) – 57%
- Training – 43%
These issues, coupled with the constant customer inquiries after every billing cycle, create a unique customer service challenge. Customers expect the same level of customer service from their water utility as the service they receive in other sectors. But, while customer service in many commercial sectors is rapidly evolving through an increased implementation of technology, water utilities are often lagging behind. The result is declining customer service and decreasing customer satisfaction.