News | February 13, 2018

Mount Pleasant Waterworks Creates A New Customer Service Experience


Utility meets high expectations for accuracy and service with AMI technology

Just a few miles from the South Carolina coast, the town of Mount Pleasant exudes the southern charm and rich historical resonance that typify the “Lowcountry.” And though this may conjure up images of laid-back residents sipping sweet tea on their porch swings, the reality is a little different for the town’s water utility.

“Our customers are generally well educated, have a high household income and are technologically savvy,” said Nicole Bates, customer services manager, Mount Pleasant Waterworks (MPW). “This all adds up to a customer base that has high expectations for the data and services we’re able to provide them.”

To meet the rigorous customer demands for usage data and insight, MPW turned to Sensus, a Xylem brand. MPW chose to pilot the Sensus Advanced Metering Infrastructure (AMI) solution, which met all of their demands for an efficient, reliable system for collecting meter data and improving service for their customers.

MPW began by replacing 50 water meters in the harshest environments for obtaining reads with Sensus SR II® meters. Additionally, MPW deployed the FlexNet® communication system, a long-range radio network that provides a scalable, reliable and secure communications infrastructure to transmit data seamlessly between the utility and their meters. Finally, MPW leveraged Sensus Managed Services, including Network as a Service (NaaS) and Software as a Service (SaaS), to take the operational and maintenance burden off their IT staff and focus on what they do best: serving their customers.

The pilot was a resounding success. Sensus integrated the FlexNet system with the utility’s existing meters with 100 percent meter read success. Best of all, by freeing up the time and resources needed to manage the network and software, MPW could devote more time to better serving customers.

“The Sensus solution enabled us to begin building a new customer service experience,” said Bates. “More data means more knowledge, which equals more opportunity.”

Read the case study to learn more about MPW’s plans for the future of their Sensus AMI solution.

About Sensus
Sensus helps a wide range of public service providers—from utilities to cities to industrial complexes and campuses—do more with their infrastructure to improve quality of life in their communities. We enable our customers to reach farther through the application of technology and data-driven insights that deliver efficiency and responsiveness. We partner with them to anticipate and respond to evolving business needs with innovation in sensing and communications technologies, data analytics and services. For more information, visit

About Xylem
Xylem (XYL) is a leading global water technology company committed to developing innovative technology solutions to the world’s water challenges. The Company’s products and services move, treat, analyze, monitor and return water to the environment in public utility, industrial, residential and commercial building services settings. Xylem also provides a leading portfolio of smart metering, network technologies and advanced infrastructure analytics solutions for water, electric and gas utilities. The Company’s more than 16,500 employees bring broad applications expertise with a strong focus on identifying comprehensive, sustainable solutions. Headquartered in Rye Brook, New York with 2017 revenue of $4.7B, Xylem does business in more than 150 countries through a number of market-leading product brands.

The name Xylem is derived from classical Greek and is the tissue that transports water in plants, highlighting the engineering efficiency of our water-centric business by linking it with the best water transportation of all – that which occurs in nature. For more information, visit

Source: Sensus, a Xylem brand